Customer Liaison & Quality Manager


Salary – £31,900-£39,800 per annum – depending on skills and experience

Contract type – Permanent

Working hours – Full Time (37hours)

Closing Date – 29 November 2022

Interview Date – 6/7 December 2022

About the role

You will manage complaints according to GreenSquareAccord`s complaints policy to deliver a consistent, empathetic and timely approach – ensuring the responses to all complaints are of a high quality, consistent with associated policies and are fair and detailed.

You will be responsible for sharing learning outcomes both directly and more strategically through the Voice of the Customer programme, ensuring completion of remedial actions and acting as a single point of contact for complaint crisis management events.

You will work collaboratively with colleagues within the Customer Service and other directorates to deliver exceptional standards of service to our customers and stakeholders, acting as quality control for all complaint responses to ensure fairness, consistency and adherence to all related policies and procedures.

Please note that if you are successful in this role, we will require a DBS check to be completed. Further details will be sent following offer.

About you

You will have substantial experience of working in a service-oriented environment.

You will have excellent awareness of the diverse needs of customers, and the importance of and experience of using profile information to tailor service provision

You must understand data protection legislation and experience of working with sensitive personal data.

You will have the ability to work independently or as part of a team applying experience and encouraging innovation and initiative to achieve successful outcomes to achieve customer satisfaction.

You must have the ability to manage multiple tasks, time and stakeholders to meet deadlines.

You will have strong written and verbal communication skills

You will have a Minimum 5 GCSEs (or equivalent) .

You must have a substantial experience in a customer service environment, ideally in complaint handling.

You must have experience of managing complex and sensitive customer queries.

About us

GreenSquareAccord is one of the biggest social housing and care providers in England.

We believe passionately in our mission to build better lives and provide social housing and support services to 54,000 people across our four localities. We are proud to play an active role in helping people to deal with the consequences of the housing crisis by providing affordable homes for people in our communities who need them most.

We also provide care and support to some of the most vulnerable people in society. This includes support for people who are homeless, experiencing domestic violence or are part of the criminal justice system.

Our purpose

We are proud to be able to support tens of thousands of people across England by providing affordable housing and care to help people live independently.

Our focus is on building better lives. Everything we do is about people – whether that`s providing a good quality, safe home or providing care which helps someone to live an independent life.

Our colleagues live and breathe this social purpose and we need great people, with skills across a range of disciplines, to make this happen.

Working for GreenSquareAccord gives you the chance to bring your skills and expertise and make a real difference. It doesn`t matter which role you are considering applying for, your work will help thousands of people build a better life.

The GSA Way

We know that how we do things is just as important as what we do. To help us make a difference, together, we created the GSA Way.

A culture we commit to, aspire to, and live and breathe. Commitments and behaviours which together make our organisation what it is.

Our five core commitments are:

  • We believe our customer is everything
  • We are one team
  • We are supportive and caring
  • We are business-minded for social purpose
  • We are curious and ambitious.
  • You can read more about the GSA Way in our recruitment pack.


    In support and recognition of our colleagues who will help us deliver our employer strategy, we offer a fantastic benefits package. This includes; annual holiday entitlement (plus statutory bank holidays); a defined contribution pension scheme; trust based flexible working and a Confidential Employee Assistance Programme (EAP).

    All individuals who apply to work at GreenSquareAccord are considered on their merits in line with our Diversity and Inclusion strategy and policy.

    GreenSquareAccord are a Disability Confident Employer therefore we actively encourage applications from individuals with disabilities and try to provide access, adjustments, equipment or other practical support where required. All applicants with a disability who meet the `essential eligibility criteria` for the role, as detailed in the job description, are guaranteed an interview.

    If you need any assistance, adjustments or adaptations throughout our selection processes please let us know.

    Closing Date – 29 November 2022

    Interview Date – 6/7 December 2022