Customer Service Manager Job at Saffron Housing Trust (Long Stratton, Norwich, Norfolk)

Customer Service Manager

Saffron Housing Trust

Location:
United Kingdom , Long Stratton, Norwich, Norfolk

Category:
Customer Service

Contract Type:
Employment contract

Salary:

38625.00 GBP / Year

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Job Description:

Are you passionate about delivering exceptional customer service and leading teams to success? Do you thrive in a fast-paced environment where you can make a real difference to people’s lives? If so, this could be the role for you. At Saffron, we’re committed to creating positive experiences for our tenants every day. We’re looking for a proactive and inspiring Customer Service Manager to lead our Customer Contact Team — someone who can motivate others, drive service improvement, and put customers at the heart of everything we do.

Job Responsibility:

Lead, coach and develop a high-performing team of Customer Contact Agents
Set clear expectations and KPIs to ensure consistently excellent service
Oversee day-to-day operations across all customer contact channels including phone, email, webchat and our online portal
Handle escalated or complex customer queries with empathy, professionalism and confidence
Use data and insight to identify trends, shape improvements and enhance the tenant experience
Work collaboratively with colleagues across the business to ensure seamless service delivery
Contribute to the creation and review of policies and procedures to support consistent and high-quality customer interactions
Represent the Customer Contact Team at internal meetings, championing the voice of the customer

Requirements:

A-level or equivalent relevant professional qualification, or qualified by experience
CIH Level 4 or willingness to work towards
Proven experience in a customer service management role, ideally within a housing association or related sector
Experience in conducting performance appraisals, setting individual/team objectives, and managing training and development plans
Experience in identifying process inefficiencies and implementing improvements which lead to better customer outcomes and operational efficiency
Ability to handle challenging situations with empathy, professionalism, and a solutions-oriented approach
Strong understanding of customer service best practice and experience in improving customer service quality and efficiency
Knowledge of contact centres, customer service and all related KPIs
Proven leadership and time management skills, with the ability to inspire and develop a high-performing team
Excellent communication and interpersonal skills, possessing the ability to interact with various audiences including tenants, colleagues and stakeholders
Strong organisational and time-management skills, with the ability to prioritise tasks in a busy environment
Strong conflict resolution skills and the ability to handle challenging team dynamics or customer complaints effectively
Ability to work as part of a team and be pro-active, to self-direct and use your initiative
Good IT skills, including telephony and CRM systems, Microsoft Word, Excel, Outlook and Teams
Proactive and self-motivated with a passion for delivering outstanding customer service
Strong problem-solving skills with the ability to think critically and make sound decisions
Empathetic and approachable, with a commitment to creating a positive and supportive working environment
Ability to adapt to changing circumstances and manage multiple tasks effectively
Subject to a Basic Disclosure and Barring Service check

What we offer:

Learning And Development: Covers the membership fee of one professional body relevant to your job role, and excellent opportunities for training & courses
Time Off: Generous holiday entitlement, Holiday Trading, Volunteer and study days, and Enhanced Family Leave
Prioritising Mental Health: Access to our Employee Assistance Program, trained Mental Health First Aiders and wellbeing check-ins
Aviva Pension Scheme: Choose your contribution and Saffron match up to 10%, and we offer Life Assurance cover
Health Schemes: Bupa Private Medical Insurance, Medicash Cashback Plan [eligible after probation completion]
Salary Sacrifice Schemes: Cycle to work, and Tusker Car Scheme

Additional Information:

Job Posted:
April 12, 2026

Employment Type:

Fulltime

Work Type:

Hybrid work

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