Customer Support Manager

• Contract
  :
  Two-year fixed-term, full-time role
• Hours
  : 35 hours per week
• Closing Date
  :
  Monday 23 March 2026 at 12pm

The Housing and Community Services team aims to deliver a high quality, customer focused service that encompasses all aspects of housing management and customer support. Our functions include acting as the first point of contact for customer enquiries, managing allocations and void properties, maximising rental income, addressing anti-social behaviour, overseeing estate management, encouraging tenant participation, and providing tenancy support to promote sustainment via the Community Support Team.

We are a motivated team committed to continuous improvement, innovation and to upholding the vision and values of the Association.

The Housing and Customer Support Manager plays a key leadership role in supervising both the Customer Support Team and Assistant Housing Officers, ensuring excellent customer service, effective allocations and voids management, coordinated estate management activity and robust performance and compliance standards. You will lead your teams to deliver consistently high-quality services, while driving improvements that enhance customer experience, support regulatory change and embed modern working practices.

You will oversee the delivery of core housing and customer services, ensuring staff are motivated, well supported and equipped to respond effectively to customer needs. This includes motivating and inspiring staff to deliver high customer satisfaction and value for money services. You will work directly with the Director of Customer Services and Communities and contribute to operational planning, policy implementation, partnership working, and regulatory compliance.

You will lead key service developments such as our home visit project, the introduction of AI enabled tools within the Customer Support Team, improvements to our rechargeable repairs process, and the delivery of the Tenant Satisfaction Survey action plan. You will ensure services adapt to changes in legislation, including new requirements arising from the Housing (Scotland) Act, and that activities reflect best practice and regulatory expectations.

You will also work collaboratively with the Housing Manager, contributing to departmental planning, performance oversight and continuous improvement, with mutual deputising arrangements in place to maintain leadership continuity. The postholder will further support the Association’s strategic objectives and build strong partnerships with external organisations, fostering positive internal and external relationships to enhance service delivery.

• Provide day-to-day leadership to the Customer Support Team and Assistant Housing Officers, ensuring a strong performance culture and high levels of customer satisfaction.
• Coordinate workload across both teams to maintain service levels and ensure consistent standards of delivery.
• Set and monitor performance targets, conducting one-to-ones, appraisals, coaching and development planning, addressing both exemplary performance and areas requiring improvement.
• Embed quality standards across all activities, ensuring customer service excellence is consistently delivered.
• Monitor and analyse team performance, including service quality, contract volume, first contact resolution, abandoned call rates and customer feedback and take corrective action where required.
• Lead the planning and introduction of AI-enabled tools within the Customer Support Team, ensuring staff are supported, trained and confident in adopting new approaches that enhance efficiency and customer experience.
• Lead the coordination and delivery of the Association’s furniture provision, including the supported accommodation replacement programme and the relaunch of the Cloch Plus furniture scheme, ensuring consistent standards, effective management and timely support for tenants needs.
• Support staff development by identifying training needs and ensuring all team members, including yourself, undertake appropriate learning to enhance overall performance.

• Accountable for ensuring that customer enquiries handled by…