Customer Services Regional Manager

MTVH are delighted to be recruiting a Customer Services Regional Manager to join their Customer Service teams in Nottinghamshire on a 6 month fixed term basis.

This opportunity would suit someone who genuinely believes that the recipe for a successful service is caring about their people, and the customers that the service is being provided too as well as being accountable for their areas delivery and being open minded to new ideas and ways of working.

As the Customer Services Regional Manager, you would be responsible for leading and motivating the Customer Service team that provide housing and arrears management support to all MTVH customers. To achieve a challenging set of KPI?s and be responsible for the service delivery of their team?s performance. Manage their area through management of their Team Leaders and staff through monitoring customer engagement, effective resource planning and implementing operational strategies to improve performance and the customer experience, as well as ensuring quality and compliance standards are met.

The Customer Services Regional Manager role will involve:

• Working cross functionally within MTVH but also with all levels of stakeholders across the business.


• Prepare and present regional data to Regional directors identifying themes and trends of customer activity to help enable improvements for service


• Work and support on adhoc projects, collate and present data


• Create and lead a high performing regional team that are responsible for housing and account enquiries


• Be responsible for all regional performance including all KPI?s, quality and compliance and people management


• Budget responsibility to include managing the operational budget across direct area of responsibility


• Lead the team through continuous improvements and manage opportunities to maintain performance


• Lead recruitment, induction and development of the staff to ensure a cohesive, high performing department, providing a consistent service whilst achieving performance targets and service standards.


• Ensure that quality and compliance is at a high standard and improvements are made if needed


• Analyse customer satisfaction scores and deliver improvement?s through identification and action


• Working closely with Regional Directors and their teams to improve the service across the hub and face to face
  
  Demonstrable ability to manage, motivate and influence team leaders in a customer service environment


• Significant leadership/management experience in a similar role


• Ability to build effective relationships at all levels


• Be able to demonstrate implementing change, working in a fast paced environment and strong coaching experience to support and develop a high performing team



• Ability to make quick decisions whilst balancing the needs of the customer, colleague and business strategy



• Naturally collaborative and supportive approach to building positive and productive working relationships with colleagues at all levels.
  
  Learn more about our benefits and organisation by viewing our attached document


Our promise

Here at Metropolitan Thames Valley Housing (MTVH) we want to capture the value that difference brings and are committed to promoting equality, diversity and inclusion. We work collaboratively ?Serving people better every day? to educate, support and develop all of our diverse employees and the communities that we serve.

We want every employee and every customer to feel comfortable enough to be their true self and are working tirelessly in the background to create an environment that encourages our employees to challenge non-inclusive behaviours and to be mindful of their own and other?s wellbeing.

We provide a platform of Network groups for employees to share views, tell us what we?re doing well and recommend improvements. We want to create a real sense of community and a workforce who feel that their opinions are valued. Our Networks groups are:-

• Gender


• Ethnicity


• LGBTQ+


• Disability


Our core values of Dare, Care and Collaborate demonstrate that we are a people focused business, solving social issues by working together!


• 28 days annual leave plus 8 bank holidays (pro rata for part time) per year


• 2 volunteering days per year for things like helping out in local communities


• An additional ?Beliefs day? once a year to have an extra a day off


• Supported family friendly approach with extended parental leave


• Enhanced pension with matched contributions of up to 9%


• Option to buy or sell up to 5 days annual leave per year


• Life assurance cover 3 x your salary


• Cycle2work scheme


• Hybrid Working - Dependent on job role and department


• Health cash plan scheme for your everyday healthcare needs which you can add your family members too


• Tenancy deposit ? interest free loan to help with rental deposits and season Ticket loan


• Access to extensive learning and training opportunities with Wisebox platform


• Colleague virtual social platform with our workplace pages where you can keep up to date with the organisational activity and link in with colleagues


• Career progression across the organisation with our mentoring/coaching programmes, apprenticeships and career planning support


• Employee Assistance Programme- We are committed to the wellbeing of our colleagues and support this as an organisation