Yorkshire Housing are recruiting for a results-driven Team Manager to lead the Customer Service Support Team to deliver a range of crucial administrative services enabling our Customer Service teams to provide an outstanding service to our customers.

We are looking at how we can how we can stop unnecessary activities and to build a business case for how we deliver these services successfully in the future. The Customer Service Support Team Manager will be vital in driving this forward for Yorkshire Housing.

About Yorkshire Housing

Yorkshire Housing is a dynamic Social Housing provider and is a market leader as one of the largest home builders in Yorkshire. We look after nearly 20,000 homes and we always strive to offer a great customer experience. We want our customers to be proud of the homes we provide and our ambitious growth plans are to invest £1.6billion and build 8000 homes by 2030. Our success is dependent on our people who are curious and able to think differently along with making things happen with impact for our customers and our business.

The Customer Service Support Team Manager will be leading the development of a new central ordering function and supporting the implementation of Purchase to Pay along with a variety of other support functions across the Customer Service Directorate becoming a subject matter expert for these processes. This is in addition to providing leadership and support to a new team of administrators to build the service, ensure progression and meet required targets.

What will you be doing?

Managing the team in the delivery of a high quality customer focussed service.
Liaising with internal stakeholders, external suppliers and specialist teams to provide an ordering, invoice approval, data entry, scanning and processing function.
Managing operational targets to achieve value for money and the highest level of customer satisfaction.
Providing the point of expertise for team activities on escalated or complex queries.
Designing and delivering service improvement to provide efficiencies in how we deliver administration and how we support our front line customer facing teams to provide the best possible service.
Supporting the wider team to develop skills and experience, ensuring organisational learning, employee engagement and continuous improvement.

Setting clear expectations of all individuals, managing performance to create a culture of excellence in administration support.
Ensuring the Directorate’s compliance with regulatory and statutory requirements and supporting health and safety for customers.

What we are looking for?

What matters most to us is that you own the work you do to achieve impact by delivering results and creating trust with our customers. We want you to be able to do this with pride and passion for Yorkshire Housing. We also want you to have fun along the way! If you have strong leadership skills, able to engage with your team and able to build strong internal and external relationships with a variety of stakeholders, this could be the perfect opportunity!

Additional key requirements include:

Essential:

Experience of managing and delivering a high quality administrative service in a customer focussed environment.
Proven experience of developing services supporting customers and stakeholders.
Ability and knowledge to work and deliver answers to complex or escalated issues related to areas such as supplier management, ordering, scanning, purchase to pay or financial administration.
Excellent analytical skills with the ability to manipulate data and generate reports

Desirable:

Experience of administrative systems, including ordering systems and financial processes.
Experience of working a central team supporting agile services.
Relevant people management experience including the ability to motivate and develop others and maintain high standards across the team

What can you expect from Yorkshire Housing?

We offer a salary of £31,384 per annum for a 35 hour week, 25 days annual leave (raising annually to 30 days) plus Bank Holidays. We also have a fantastic reward package to suit everyone – from a variety of great retail discounts to a contributory pension scheme where we will match your contributions up to 9%.

This is a Fixed Term Contract until 31 March 2021, full time (35 hours per week) working both remotely and from our Leeds head office.

The closing date for applications will be the 10 June 2020 but please note if suitable applications are received, we may close the advert early.

Interviews are likely to take place as soon as possible on a remote basis for this position in the current situation regarding Covid-19 so you may be advised to download the relevant software.

Please note if you are applying for this role internally you must inform your current line manager.