Head of Customer Service Operations

Your new company Choice Housing Group Ireland are a registered charity and one of Northern Ireland's largest independent housing associations. As an organisation they manage over 13,000 homes and provide services to more than 33,000 tenants. Choice work hard to develop new homes that are urgently needed within our communities and are committed to excellence and innovation in housing and serving their customers.

Within the organisation they are supported by their subsidiaries Choice Services, which delivers repairs and maintenance to their properties and Maple and May Ltd which provide private rented housing and affordable housing for sale. Your new role As the Head of Customer Service Operations, you will provide both strategic and operational leadership across the Service Centre, Facilities Operations, Financial Inclusion and Community Development teams.

You will ensure that all customers receive high-quality, responsive and inclusive services, while embedding a unified service culture across previously separate areas.

Your role will focus on leadership, performance management, service integration and continuous improvement. You will work through managers and specialist teams to deliver services that are customer-centred, compliant, and aligned to organisational objectives.

Key Responsibilities Include:

Strategic Leadership Lead and continuously improve customer service operations across four customer-facing teams. Unify teams under a shared culture, performance framework and governance standards. Lead transformation projects including digital engagement, self-service platforms and service modernisation. Develop and present service strategies, performance reports and recommendations to SMT. Drive service improvement using data, insight and customer feedback. Operational Management Oversee day-to-day service delivery across all customer service teams.

Monitor KPIs and ensure targets for satisfaction, response times and quality are consistently achieved. Establish a unified performance framework with dashboards and measurable outputs. Use root cause analysis to address complaints and service failures. Lead pilots and process improvements in automation, channel shift and efficiency. Customer Engagement & Improvement Strengthen tenant engagement and ensure customer voice informs service design. Use data and feedback to identify trends and lead improvement initiatives.

People Leadership Lead, motivate and develop managers and frontline teams. Embed a positive, customer-first culture. Implement strong performance management and capability frameworks. Champion equality, diversity and inclusion across all services. Risk, Compliance & Governance Ensure effective risk management, compliance and assurance processes. Maintain business continuity plans and incident response arrangements. Ensure compliance with legislation including health & safety, safeguarding, landlord/tenant, equality, GDPR and procurement.

Prepare for audits and maintain accurate evidence and records. Budgeting & Procurement Develop and control budgets, forecasting demand and capacity needs. Deliver efficiencies without compromising service quality. Lead or support procurement activity to ensure best value. Transformation & Digital Champion digital engagement, CRM optimisation, omni-channel approaches and automation. Ensure data quality and promote insight-driven, user-centred design. Partnership & Representation Build strong partnerships with NIHE, councils, statutory agencies and community partners.

Represent the organisation at forums, inspections and stakeholder meetings. Work collaboratively with peer Heads and Directorates to deliver joined-up services. Contribute to cross-organisational projects. Other Duties Support development and growth activities across the Group and subsidiaries. Carry out additional duties as required across organisational locations. What you'll need to succeed Professional / Qualification Essential: a. Degree or equivalent, in a relevant field (e.g., management, business, housing, social policy, customer service operations);

and b. 5 Years experience in a senior role to include at least 3 years in a…