Customer Service Manager

Customer Service Manager

Salary: £48,824.21

Tower Hamlets, London (Hybrid Working)

Permanent, Full Time (37.5 hours per week)

About THCH

When you become a part of THCH, you have the opportunity to contribute to work that goes beyond bricks and mortar – work that changes lives and creates lasting impact. By offering local, sustainable, and affordable services delivered by talented people, we create places people are proud to call home.

If you are passionate about community development, bursting with fresh ideas and innovative approaches, and looking for challenging yet rewarding projects, we’d love for you to be a part of our journey.

About the role

As the Customer Service Manager, you will lead a diverse, high-performing team dedicated to providing outstanding service to our residents. You’ll oversee daily operations in our Customer Service Centre, ensuring excellence across all channels—phone, email, and face-to-face.

About you

We are looking for a candidate who:

• Has proven experience managing a multi-channel customer service or contact centre, with a strong understanding of how housing associations operate and the unique needs of residents.


• Is a natural leader with a track record of inspiring, coaching, and developing a diverse team to deliver high-quality customer service.


• Demonstrates excellent verbal and written communication skills, with the ability to convey complex information clearly and professionally.


• Possesses strong analytical skills to interpret data, identify trends, and make informed decisions that drive operational improvements.


• Is proactive in seeking opportunities for continuous improvement, implementing innovative processes and technologies that enhance resident experiences.


• Can effectively manage multiple priorities while balancing operational requirements and the needs of residents.


• Embodies a positive approach to change and has the flexibility to adapt to new processes and tools.

What we offer you

Besides an emphasis on learning and development and the opportunity to be part of a fantastic team, we offer a generous package including 28 days annual leave plus bank holidays and four extra concessionary days, a health and wellbeing scheme including a generous wellbeing allowance, season ticket loan, good pension and a lovely, refurbished office, plus the opportunity to work flexibly. On top of this we offer an environment which promotes openness and inclusion, a team that operates with pride and values teamwork and going above and beyond.

Closing date for applications: 18th November 2024

Interview Date: 22nd & 25th November via Ms Teams