Current vacancies

Customer Access and Improvement Manager

Full-Time, Permanent

Band M - £36,153 to £38,052

Tue, 29 May 2018 16:00:00 BST

Newark and Sherwood Homes provides high-quality, customer-focused housing services to local people – putting our residents’ needs at the heart of everything we do. Our vision is “To Deliver Excellent Housing Services”

 Customer Access and Improvement Manager



37 Hours per week

Band M £36,153 to £38,052 per annum plus car allowance

An exciting and rewarding position has arisen to work as part of an innovative and high performing housing provider. We are looking for an experienced customer service professional, dedicated to providing outstanding customer care and who is passionate, determined and focused on performance.

Working as part of a busy and dynamic team delivering excellent housing services for our customers, communities and each other, you will oversee and lead a forward thinking approach to customer care. You will be a confident leader who enjoys working with people to help them succeed in our high performing environment and be adept at using technology to continuously improve our already successful services.

This crucial role will be responsible for service improvement initiatives as well as building positive relationships across the business.  The priorities for the Customer Access and Improvement Manager include:

  • Day to day operational management of the Customer Access Service and its performance, including overseeing customer contact via telephone, webchat and the Careline service, all of which are delivered on a 24/7 basis.
  • Recruiting, leading and managing staff within the Customer Access Service to ensure they are fully trained and effective.
  • Development of the service including use of new technologies and service improvements.
  • Setting and overseeing quality standards, ensuring the delivery of a right first time service.
  • Communication and liaison with key parts of the business to drive an improved customer experience

The Company requires the post holder to work flexibly in this role to achieve positive outcomes for all stakeholders in the most efficient and cost effective manner.

In line with public sector requirements, the successful applicant will be able to communicate fluently, in English.

Call 01636 655447 if you have any questions.

Closing date: 28 May

Interview date: 08 June

We offer an attractive package, which includes a career average pension scheme, a flexible benefits scheme, career development opportunities and a generous holiday allowance of 25 days rising to 35 days with time served (plus bank holidays).

Newark and Sherwood Homes welcomes applications from all sections of the community irrespective of age, race, pregnancy and maternity, religion or belief, marriage or civil partnership, sexual orientation, disability, gender reassignment or gender.

Customer Access and Improvement Manager [27kb]


Application form [169kb]