Head of Customer Services

About Us

Choosing to work at Stef & Philips is about more than just having a job. All members of our team share the same goal: to help improve the lives of vulnerable people around the UK, by delivering safe, suitable homes and vital services for the homeless, backed by investors who care. This people-centred ethos is reflected in our company culture; we prioritise wellbeing, inclusion, and opportunity for all.

Our Journey so Far

Stef & Philips began life in 2006 as a traditional family-run lettings agent, servicing private service users and landlords in North London. But the UK's urgent need for good quality social housing had a profound impact on our Founder and CEO, Chris Philippou. In 2012 he acted on that need, and we now operate UK-wide with over 3800 accommodation units, 5500 service users and counting.

By bringing together private investors, local authorities, charities, and housing associations in a spirit of trust and a shared commitment to improving service users' lives, we've created a versatile, end-to-end model that delivers fit-for-purpose accommodation and services - a setting where people can begin to thrive again.

Our full-service approach is unique. All work is carried out by dedicated in-house teams to ensure reliable, high-quality service.

The process begins with private or institutional investors looking for a positive social impact. Once we've helped them to source and acquire the right property, our construction arm remodels and refurbishes it to our exacting quality standards. We also sign a lease with the investor to handle lettings, management, and maintenance, while protecting their capital and yields.

We believe everyone deserves a safe place to call home and right now though the UK's housing crisis is getting worse, with homelessness forecast to double over the next 25 years. We're committed to changing that trend, combining profit with purpose.

Our roots as a family business remain at the core of who we are, as do the values that go with it, and our commitment to helping vulnerable people get the housing help they need.

The Role

The Head of Customer Services will be responsible for being a true Customer Service ambassador for the business, taking overall responsibility and accountability for the promotion of the highest standards of Customer Services to our service users. This will be a fast-paced and varied role, covering everything from creating and developing customer service procedures through to complaints management for both service users and external entities. This role would suit someone truly empathetic to our service users' situations who has a desire to make a real difference.

Main Duties & Responsibilities

• Liaising with all Heads of Departments and employees to ensure Stef & Philips provide the highest level of customer service and responsiveness.
• Having a clear view and understanding of all relevant policies and procedures across departments ensuring our customer service strategies are in line with Stef & Philips guidelines.
• Developing clear and accessible Service User feedback avenues, with consideration for our vulnerable residents.
• Acting as an advocate for our residents, ensuring services are delivered with sensitivity, warmth and empathy.
• Building and maintaining good relationships with internal colleagues, third parties and external organisations alike.
• Working closely with all Senior Managers and Business Leads to ensure service failures are owned, resolved and solutions are implemented to avoid recurrence.

• Leading and developing an exceptional Service User complaints experience.

• Leading response to complex or delicate customer complaints.
• Implementing a culture of case ownership, prioritising customer outcomes.
• Collaborating with internal and external stakeholders to learn and develop best practice.
• Training and providing guidance to the business to highlight customer focus, being empathetic and solutions driven.
• Preparing and presenting reports to stakeholders.
• Learning from complaints, to identify and address root causes, leading to service improvements.
• Ensure full compliance with the Stef & Philips code of conduct, contractual terms and group policies and procedures.

Skills & Knowledge

• Exceptional written and verbal communication skills, with the ability to liaise with everyone ranging from service users to key external stakeholders.
• Strong administration, organisational, prioritisation, numerical and attention to detail skills.
• Previous experience in a similar role.
• Excellent interpersonal skills, with the ability to communicate effectively and maintain appropriate professional boundaries.
• Ability to work effectively in a high-pressure environment.
• Strong proficiency in the use of MS Office including Outlook, Word, Excel & PowerPoint.
• Strong team ethic, with the proven ability to work effectively and collaboratively within a team or independently with individuals at all levels.
• Working on own initiative without close supervision and as part of a team.
• Working flexibly in responding to the varying demands of the role to achieve agreed outcomes.
• Exceptional written and verbal communication skills, with the ability to liaise with everyone ranging from service users to key external stakeholders.

Ideal but not Essential

• Experience of using Salesforce or other CRM System.
• Knowledge & experience working in customer Service or complaints resolution within temporary & emergency accommodation.
• Knowledge of temporary accommodation government legislation.
• Experience working with or for a local authority, housing association or housing provider.

Benefits

• 23 days leave, plus bank holidays
• Additional holiday days for long service - up to 28 days
• Celebration of tenure
  • 3 years £500
  • 5 years £1000
  • 10 years £5000
• Private health insurance with Vitality
• Birthday off
• One well-being day off per year
• Maternity/Paternity Pay
• Pension schemes increase - after 2 years.
• Mental health & wellbeing training through the charity Mind
• Professional Emergency First Aid at work training
• £500 referral scheme for staff who refer a new employee, paid upon passing probation.
• Company payday lunch

Diversity & Inclusion

Stef & Philips is built on acceptance, respect, and inclusion, where everyone feels that they belong and can make a meaningful contribution. We encourage applicants regardless of religion, ethnicity, nationality, disability status, sex, sexual orientation, gender identity, family, or parental status. If you need any assistance or accommodation during the recruitment process, please let us know.

We'd be delighted if you tick off all our boxes, but we also believe it's just as important we tick all of yours. If you think you have most of what we're looking for but not everything, go ahead and apply. We'd still love to hear from you!

How to Apply:

Complete our online application process by uploading your details here: