37 hours per week  
Fixed Term Contract Post – approx. 12 months 
Actual Salary £27,000 to £33,500 (depending on experience) 

We are PFH. We are small and mighty, with less than 50 colleagues. We offer a great team culture where everybody matters and wants to make a difference to our residents to support our charity to be ‘more than a landlord’. 

  • Do you want to work somewhere that makes a genuine difference? 
  • Where you have autonomy? 
  • Where you’re trusted to make decisions? 
  • Where all colleagues are asked for their input? 
  • Where everyone can be involved in driving us forward? 

Come and Join us. 
We Offer: 

Join us in a Fixed Term Contract position of Customer Service Manager. This is a 12-month contract to cover an internal secondment. 

Primary responsibilities include ensuring we continue to improve and deliver quality frontline services to our residents and to champion effective customer service provision across the association. Managing a team of Customer Service Officers focusing on providing successful resolutions of queries, this could be via phone, or digitally.  Also providing support to the team where required with a focus on performance, continuous improvement, accountability and personal responsibility.You will manage key performance indicators and provide reports to the Directorate. Also managing the effective and safe use of the head office and hub working environments located across Hull that our teams operate from. 

The ideal candidate will have – 

  • Experience of managing a customer service / call handling team with extensive use of customer relationship management systems.  Ideally having experience of working with residents delivering a housing related service. 
  • Experience of managing a centralised office service 
  • Ability to communicate and influence effectively and work collaboratively towards common goals. 
  • Experience of utilising call statistics to drive improvements and provision of service 
  • Excellent working knowledge of Microsoft packages, and a customer relationship management system 

Salary: £27,000 to £33,500 depending on experience 
Hours: 37 hours per week Monday – Friday.  9am – 5pm Mon-Thurs and 9am – 4.30pm Fri. We offer hybrid working with the opportunity for some home working. 
Location: Our office is located at 7 Beacon Way, Hull, HU3 4AE. 

Additional benefits include: 

  • Family Friendly policies 
  • Christmas Closure 
  • Flexible working hours 
  • Excellent pension and benefits 
  • Westfield Health Cash Plan 
  • Retail Rewards 

and you get your birthday off! 

To find out more please apply via Indeed attaching your CV with a supporting statement. Further information relating to this role can be found on the recruitment section of our website www.pfh.org.uk/recruitment/work-for-us/ . 

For an informal discussion with regards the role please contact HR via email at recruitment@pfh.org.uk and we will get back to you. 

Applications are to be received no later than 9am:   Monday 29th July 2024 

For more information See links for Person specification and job description

We may, depending on applicant numbers, close or extend the closing dates for positions; we would therefore recommend an early application. 

PFH is an Equal Opportunities employer and values diversity in the workplace.  We welcome applications from all suitably qualified persons regardless of race, gender, sexual orientation, disability, religion/beliefs or age. 
We are committed to safeguarding vulnerable adults; therefore, clearance from the Disclosure and Barring Service is required prior to appointment. 

We understand our obligations under the General Data protection regulation (GDPR) and are committed to processing your data securely and transparently.  Your data (which may include that classed as a special category of personal data) will be processed in line with our legitimate interest to identify suitable candidates for the role, legal requirements or for performance of a task carried out in the public interest. We will treat your data with respect and retain for no longer than is necessary.  For further details and your rights please refer to our Fair Processing Notice (JOB APPLICANT DATA) available on our website.