QC Group Customer Service Manager

Queens Cross Housing Association is an award-winning social landlord based in the northwest of Glasgow. With 4,355 properties adjacent to the city centre and West End and the Forth and Clyde canal running through, it is a place where people are proud to live and to work. Queens Cross Group includes a Registered Social Landlord, a property management subsidiary (Queens Cross Factoring) and a social enterprise which lets commercial property (Queens Cross Workspace).

Following an internal promotion, we are looking to appoint a Customer Service Manager to lead customer service across the Queens Cross Group. Reporting to the Director of Finance and Corporate Support, you will be responsible for delivering our Customer Service Strategy, ensuring every customer receives an outstanding experience regardless of how they choose to contact us.

Working closely with colleagues across the organisation, you will use customer insight, performance data and feedback to drive continuous improvement, influence decision making and support the ongoing digital transformation of our customer services. You'll lead our frontline customer service and business support functions, developing high performing teams while embedding a culture that puts customers first.

Key Responsibilities

• Lead the delivery of the QC Group Customer Service Strategy, ensuring an excellent and consistent customer experience across all services.
• Manage and develop frontline Customer Service and Business Support teams, promoting high performance, engagement and continuous improvement.
• Use customer feedback, complaints and performance data to identify trends and drive service improvements across the organisation.
• Champion digital transformation by developing customer focused processes and maximising the use of CRM and other digital technologies.
• Work collaboratively with managers and stakeholders to influence service delivery, improve customer outcomes and embed a customer first culture.
• Monitor customer service performance, ensuring service standards, KPIs and regulatory requirements are consistently achieved.
• Produce and present reports and insights to senior leaders, using data to support decision making and shape future customer service improvements.

Essential Criteria

• Significant experience leading customer service or contact centre operations.
• A proven track record of improving customer satisfaction and service performance.
• Leading and developing high performing teams.
• Strong analytical skills with the ability to turn customer insight into meaningful service improvements.
• Experience implementing digital solutions and improving customer journeys.
• Excellent communication and stakeholder management skills with the confidence to influence at all levels.
• A collaborative approach and a genuine commitment to delivering excellent outcomes for customers.
• Experience within social housing is desirable but not essential; transferable leadership, customer service and change management experience from any sector is acceptable.

Full salary & employment details

• Job Title: QC Group Customer Service Manager
• Department: Finance and Corporate Support
• Section: Business Support and Customer Contact
• Salary: Grade 9, £58,490 - £61,462
• Contract: Full time, Permanent
• Hours: Monday - Friday, 35 hours per week