Customer Service Centre Manager

Customer Service Centre Manager

Hemel Hempstead, Hertfordshire (Hybrid Working)

£41,725 per annum plus benefits

Permanent, Full Time

37 hours per week (Monday – Friday, Flexibility Negotiable)

Are you a people-focused leader with a passion for delivering outstanding customer experiences? At Thrive, we’re looking for a Customer Service Centre Manager to lead our dedicated team in providing responsive, high-quality support across all contact channels - including digital, phone, email, text, and written correspondence.

This is more than just a management role, it’s an opportunity to shape how thousands of customers access and experience the services that help them feel secure and supported in their homes, including the smooth handling of service requests and repairs. If you're driven by service excellence, team development, and continuous improvement, we’d love to hear from you.

We own and manage nearly 6,000 homes throughout Hertfordshire, Bedfordshire, Buckinghamshire and Oxfordshire delivering much-needed homes for social and affordable rent, intermediate rent, leasehold, shared ownership and private market rent

We offer flexible homeworking with this position, and you will be required to attend our office once a week.

Responsibilities:

• Manage a team of customer service advisers and coordinators to meet performance expectations and deliver excellent service across multiple contact channels (telephone, digital, email, and written correspondence).


• Oversee the daily operations of the customer services team, ensuring housing-based service requests and repairs are efficiently triaged, scheduled, and resolved in line with Thrive’s standards.


• Ensure repairs are scheduled and progressed effectively to meet required timescales, maximising first-time fix and driving customer satisfaction.


• Monitor and report on key service performance indicators, including contact volumes, response times, first contact resolution, and appointment adherence.


• Provide regular analysis of customer contact trends - such as channel usage (e.g. online portal, phone wrap codes), transaction types, and digital engagement - to support informed decision-making and service design.


• Conduct quality assurance checks to ensure service standards are met, processes are followed, and to identify trends, training needs, or areas for improvement - taking action to implement necessary changes.


• Develop and implement customer service policies, procedures, and relevant training to the team and wider business.


• Manage contracts for out-of-hours call handling and telephony provision.


• Provide technical support and training on the use of the telephony system, working closely with IT to ensure it meets operational needs.


• Contribute to the development of systems and processes that enhance customer experience, appointment scheduling, and overall service efficiency.

Requirements:

• Strong experience managing customer service teams.


• Strong reporting and trend analysis skills.


• Advanced Excel and data handling skills.


• Direct experience in customer service within housing and/or planning services would be beneficial.


• Experience in service improvement, quality assurance, or process development (essential)

Closing date: 1st July 2025

Interviews Dates: To be confirmed

Specific roles within Thrive are subject to a basic DBS check, the successful applicant(s) will be contacted by our People Team if this applies to their role.

We reserve the right to close this recruitment if it is deemed that we have received a suitable number of applications. On this basis we would advise that applications are submitted as soon as possible.