Customer Services Manager We are seeking an experienced customer service leader to drive high quality resident-focused services within a values-led housing charity. Salary: £50,000 Location: Hybrid, Hammersmith London Hours: Full time, 35 hours per week including mandatory office day on Tuesdays Contract: Permanent Closing date: Wednesday 24 December Interview date: Thursday 8 January, Hammersmith About the Role As Customer Services Manager, you will lead and develop the charity's customer services, resident engagement and communications functions. Your work will help deliver the organisation's mission of providing safe, secure and good quality affordable homes for single women across London. Reporting to the Director of Operations and managing a team that includes Customer Service Advisors, a Resident Engagement and Resolutions Officer and a Communications Officer, you will ensure services are consistent, resident centred and delivered right first time. Key responsibilities include: Leading customer services, resident engagement and communications across the organisation Ensuring prompt, high quality responses to all queries related to repairs, estates and tenancy management Developing effective systems for complaints handling that reflect the charity's Complaints Policy and Housing Ombudsman principles Maintaining up to date knowledge of legislation, regulatory standards and best practice Monitoring contractor performance and holding regular review meetings Producing performance reports and using data to identify improvements Embedding learning from resident feedback into service design Managing budgets, approving invoices and overseeing repair authorisations Supporting organisation wide planning as part of the Extended Management Team Providing clear leadership, managing performance and encouraging collaboration across teams About You You will be an experienced people manager with a passion for delivering excellent customer service. You will bring a proactive, solutions focused approach and the ability to lead a team through growth and improvement. Essential skills and experience include: Strong experience in a customer focused management or supervisory role Knowledge of responsive repairs or property maintenance Experience handling complaints and producing clear written responses Strong communication, relationship building and presentation skills Competence in MS Office with good analytical and reporting abilities Ability to interpret customer insight and performance data to drive service improvements A collaborative leadership style with a commitment to equality, diversity and resident wellbeing A background in social housing is helpful but not essential. A positive attitude, professional curiosity and a commitment to delivering great services are what matter most. About the Organisation The organisation provides affordable, safe and good quality homes for single women across London, with almost 1000 properties and the largest sheltered housing provision for single women in Kensington and Chelsea. With a proud history dating back to 1920, the organisation is driven by strong values, a resident first approach and a commitment to championing women's housing needs. These are exciting times, with over 160 new homes in development and a continued focus on delivering excellent services. Other roles you may have experience of could include: Customer Service Lead, Resident Services Manager, Housing Services Manager, Customer Experience Manager, Repairs Service Manager, Tenant Engagement Manager.
Dec 12, 2025
Full time
Customer Services Manager We are seeking an experienced customer service leader to drive high quality resident-focused services within a values-led housing charity. Salary: £50,000 Location: Hybrid, Hammersmith London Hours: Full time, 35 hours per week including mandatory office day on Tuesdays Contract: Permanent Closing date: Wednesday 24 December Interview date: Thursday 8 January, Hammersmith About the Role As Customer Services Manager, you will lead and develop the charity's customer services, resident engagement and communications functions. Your work will help deliver the organisation's mission of providing safe, secure and good quality affordable homes for single women across London. Reporting to the Director of Operations and managing a team that includes Customer Service Advisors, a Resident Engagement and Resolutions Officer and a Communications Officer, you will ensure services are consistent, resident centred and delivered right first time. Key responsibilities include: Leading customer services, resident engagement and communications across the organisation Ensuring prompt, high quality responses to all queries related to repairs, estates and tenancy management Developing effective systems for complaints handling that reflect the charity's Complaints Policy and Housing Ombudsman principles Maintaining up to date knowledge of legislation, regulatory standards and best practice Monitoring contractor performance and holding regular review meetings Producing performance reports and using data to identify improvements Embedding learning from resident feedback into service design Managing budgets, approving invoices and overseeing repair authorisations Supporting organisation wide planning as part of the Extended Management Team Providing clear leadership, managing performance and encouraging collaboration across teams About You You will be an experienced people manager with a passion for delivering excellent customer service. You will bring a proactive, solutions focused approach and the ability to lead a team through growth and improvement. Essential skills and experience include: Strong experience in a customer focused management or supervisory role Knowledge of responsive repairs or property maintenance Experience handling complaints and producing clear written responses Strong communication, relationship building and presentation skills Competence in MS Office with good analytical and reporting abilities Ability to interpret customer insight and performance data to drive service improvements A collaborative leadership style with a commitment to equality, diversity and resident wellbeing A background in social housing is helpful but not essential. A positive attitude, professional curiosity and a commitment to delivering great services are what matter most. About the Organisation The organisation provides affordable, safe and good quality homes for single women across London, with almost 1000 properties and the largest sheltered housing provision for single women in Kensington and Chelsea. With a proud history dating back to 1920, the organisation is driven by strong values, a resident first approach and a commitment to championing women's housing needs. These are exciting times, with over 160 new homes in development and a continued focus on delivering excellent services. Other roles you may have experience of could include: Customer Service Lead, Resident Services Manager, Housing Services Manager, Customer Experience Manager, Repairs Service Manager, Tenant Engagement Manager.
Managing Director page is loaded Managing Directorlocations: Coatbridgetime type: Full timeposted on: Posted Todayjob requisition id: REQAnnual salary: up to £160,500.00 Managing Director Location: North Lanarkshire Contract: Full time, permanent Reporting to: Chief Operating Officer Salary: £160,500 and £9,000 car allowance plus a benefits package, including pension, private family medical healthcare and more About the Role Mears Group is seeking an exceptional senior leader to take responsibility for the strategic direction, operational performance and commercial success of our North Lanarkshire Enterprise Contract. This role will play a pivotal part in shaping a high performing, customer focused service across repairs, maintenance, compliance, investment works and social value delivery.As Managing Director, you will bring strong strategic leadership, excellent relationship management and an ability to inspire teams to deliver outstanding services for our clients and communities. You will ensure that our operations are commercially sound, efficient and aligned to ongoing business growth. What You Will Be Doing Lead the strategy and direction for the North Lanarkshire Enterprise Contract, ensuring alignment with Mears Group objectives and local business plans. Ensure the branch operates on strong commercial and professional principles, with continuous improvement embedded throughout service delivery. Review the external market environment and drive the evolution of services to maximise opportunities and maintain competitive advantage. Own forward looking budgets in partnership with the senior team and Central Finance. Client and Stakeholder Relationships Cultivate strong, trust-based relationships with North Lanarkshire Council and other key clients. Identify and develop new business opportunities through excellent client relationship management and thought leadership. Represent Mears through external networking, enhancing our reputation and visibility across the sector. People Leadership Build, lead and motivate a high performing management team and wider workforce, maintaining strong relationships with employees and trade unions. Promote and live the company culture, ensuring clear communication throughout the branch and a positive working environment. Lead recruitment, selection, development and succession planning for the senior team, ensuring HR best practice is consistently applied. Governance, Compliance and Operational Excellence Ensure full compliance with all governance, health and safety, environmental and legislative requirements. Maintain exceptional service delivery standards across repairs, maintenance, compliance and investment works, meeting all KPIs, SPIs and contractual obligations. Ensure credible and effective subcontractor management across all operational activity. Provide expert advice to the wider Mears leadership team on performance, procurement, supply chain and operational standards. Take overall responsibility for leading and driving the delivery of our social value commitments within the North Lanarkshire Enterprise Contract. This includes ensuring meaningful community impact, successful delivery of all agreed social value activities and the development and coordination of apprenticeship opportunities across the contract. About You We are looking for a confident and influential leader who can operate effectively across a wide range of stakeholders. You will bring extensive experience in a senior leadership role within a repairs, maintenance, housing or local authority related environment, along with strong commercial awareness and the ability to manage budgets, interpret P&L reports and drive financial performance.You will have a proven ability to cultivate senior networks, influence decision making and represent the organisation externally. A track record of achieving operational excellence in a demanding and high-performance environment is essential, as are exceptional communication skills and the ability to galvanise teams through clear direction and strong relationship building.Experience of working productively with trade unions is important, as is a genuine commitment to delivering high quality customer service and driving continuous improvement. Measures of Success Your performance will be assessed against: Financial metrics including net profit, budget expenditure, WIP and debt levels. Operational performance including client and internal KPIs and customer satisfaction. People performance including appraisals, retention, churn and sickness levels. Delivery of social value commitments including community activities and apprenticeship opportunities. Why Join Mears This is a highly influential leadership position where your work will directly shape service delivery, community outcomes and the long-term success of our North Lanarkshire operations. You will join a supportive and ambitious senior leadership team that is committed to delivering meaningful impact for our clients and the communities we serve.Apply below or to discuss your application further; contact:Laura Crosby ()If you need any help with your application process, we are here to support you. We will be accessible every step of the way.At Mears Group, we are committed to fostering a diverse and inclusive environment where everyone can thrive, we are a Disability Confident employer, valuing individuality and ensuring equal opportunities for all.We proudly support the Armed Forces Covenant and are honoured to have achieved the Gold Award in the Defence Employer Recognition Scheme (ERS) to coincide with this, we hold an Endorser Award for the Career Transition Partnership, recognising our commitment to veterans transitioning into civilian careers.In our continued effort to promote social mobility, we invite applicants to voluntarily share their background information during the application stages to help us better understand the diverse experiences of our candidates. This is to ensure we are committed to improving social mobility. We use the Social Mobility Index to assess and enhance opportunities for individuals from diverse backgrounds. These questions are optional and will not impact your ability to apply. (blob:)0:00 / 2:45
Dec 11, 2025
Full time
Managing Director page is loaded Managing Directorlocations: Coatbridgetime type: Full timeposted on: Posted Todayjob requisition id: REQAnnual salary: up to £160,500.00 Managing Director Location: North Lanarkshire Contract: Full time, permanent Reporting to: Chief Operating Officer Salary: £160,500 and £9,000 car allowance plus a benefits package, including pension, private family medical healthcare and more About the Role Mears Group is seeking an exceptional senior leader to take responsibility for the strategic direction, operational performance and commercial success of our North Lanarkshire Enterprise Contract. This role will play a pivotal part in shaping a high performing, customer focused service across repairs, maintenance, compliance, investment works and social value delivery.As Managing Director, you will bring strong strategic leadership, excellent relationship management and an ability to inspire teams to deliver outstanding services for our clients and communities. You will ensure that our operations are commercially sound, efficient and aligned to ongoing business growth. What You Will Be Doing Lead the strategy and direction for the North Lanarkshire Enterprise Contract, ensuring alignment with Mears Group objectives and local business plans. Ensure the branch operates on strong commercial and professional principles, with continuous improvement embedded throughout service delivery. Review the external market environment and drive the evolution of services to maximise opportunities and maintain competitive advantage. Own forward looking budgets in partnership with the senior team and Central Finance. Client and Stakeholder Relationships Cultivate strong, trust-based relationships with North Lanarkshire Council and other key clients. Identify and develop new business opportunities through excellent client relationship management and thought leadership. Represent Mears through external networking, enhancing our reputation and visibility across the sector. People Leadership Build, lead and motivate a high performing management team and wider workforce, maintaining strong relationships with employees and trade unions. Promote and live the company culture, ensuring clear communication throughout the branch and a positive working environment. Lead recruitment, selection, development and succession planning for the senior team, ensuring HR best practice is consistently applied. Governance, Compliance and Operational Excellence Ensure full compliance with all governance, health and safety, environmental and legislative requirements. Maintain exceptional service delivery standards across repairs, maintenance, compliance and investment works, meeting all KPIs, SPIs and contractual obligations. Ensure credible and effective subcontractor management across all operational activity. Provide expert advice to the wider Mears leadership team on performance, procurement, supply chain and operational standards. Take overall responsibility for leading and driving the delivery of our social value commitments within the North Lanarkshire Enterprise Contract. This includes ensuring meaningful community impact, successful delivery of all agreed social value activities and the development and coordination of apprenticeship opportunities across the contract. About You We are looking for a confident and influential leader who can operate effectively across a wide range of stakeholders. You will bring extensive experience in a senior leadership role within a repairs, maintenance, housing or local authority related environment, along with strong commercial awareness and the ability to manage budgets, interpret P&L reports and drive financial performance.You will have a proven ability to cultivate senior networks, influence decision making and represent the organisation externally. A track record of achieving operational excellence in a demanding and high-performance environment is essential, as are exceptional communication skills and the ability to galvanise teams through clear direction and strong relationship building.Experience of working productively with trade unions is important, as is a genuine commitment to delivering high quality customer service and driving continuous improvement. Measures of Success Your performance will be assessed against: Financial metrics including net profit, budget expenditure, WIP and debt levels. Operational performance including client and internal KPIs and customer satisfaction. People performance including appraisals, retention, churn and sickness levels. Delivery of social value commitments including community activities and apprenticeship opportunities. Why Join Mears This is a highly influential leadership position where your work will directly shape service delivery, community outcomes and the long-term success of our North Lanarkshire operations. You will join a supportive and ambitious senior leadership team that is committed to delivering meaningful impact for our clients and the communities we serve.Apply below or to discuss your application further; contact:Laura Crosby ()If you need any help with your application process, we are here to support you. We will be accessible every step of the way.At Mears Group, we are committed to fostering a diverse and inclusive environment where everyone can thrive, we are a Disability Confident employer, valuing individuality and ensuring equal opportunities for all.We proudly support the Armed Forces Covenant and are honoured to have achieved the Gold Award in the Defence Employer Recognition Scheme (ERS) to coincide with this, we hold an Endorser Award for the Career Transition Partnership, recognising our commitment to veterans transitioning into civilian careers.In our continued effort to promote social mobility, we invite applicants to voluntarily share their background information during the application stages to help us better understand the diverse experiences of our candidates. This is to ensure we are committed to improving social mobility. We use the Social Mobility Index to assess and enhance opportunities for individuals from diverse backgrounds. These questions are optional and will not impact your ability to apply. (blob:)0:00 / 2:45
Local Authority,Estates Services Quality Assurance Officer,North London Pay rateto£28.37per hour Contract role,Local GovernmentHousingHomesand Neighbourhoods Weare recruitingforanexperiencedEstates Services Quality Assurance Officerin the North Londonarea.This is a contract role, and you will need to have experience in a similar role in a Local Authority setting. Main Purpose of the job: As a member of the council, to contribute proactively to the collective leadership for the council, working collaboratively with Members, services across the council,partnersand stakeholders to deliver the council'sobjectivesand priorities. At the direction of the Estate Services Area Manager, to inspect and monitor the estate services within the management area including caretaking, horticulture, communal repairs, waste management, play areas, sports facilities, Storage units and garages, ensuring the services provided are meeting the highest possible standards of safety,security, cleanlinessand overall appearance. Tomaintainaccuraterecords of all inspections using a variety of digital applications. Please get in touch for more information. This is an agency post andVitaliscan offeryou: A Dedicated consultant who has access to all roles across the UK and is available for you to speak to An easy registration process (all done online) Referral schemes and incentives Ongoing compliance managed for you Prompt and reliable payroll and lots more. Please contact Graham Leatham on or more information. We recruit across all areas ofHousing,Public Sector, Planningand Local Government work.If you areexperienced in this sector,and thisisn'tthe role for you, contact us about other roles.
Dec 09, 2025
Full time
Local Authority,Estates Services Quality Assurance Officer,North London Pay rateto£28.37per hour Contract role,Local GovernmentHousingHomesand Neighbourhoods Weare recruitingforanexperiencedEstates Services Quality Assurance Officerin the North Londonarea.This is a contract role, and you will need to have experience in a similar role in a Local Authority setting. Main Purpose of the job: As a member of the council, to contribute proactively to the collective leadership for the council, working collaboratively with Members, services across the council,partnersand stakeholders to deliver the council'sobjectivesand priorities. At the direction of the Estate Services Area Manager, to inspect and monitor the estate services within the management area including caretaking, horticulture, communal repairs, waste management, play areas, sports facilities, Storage units and garages, ensuring the services provided are meeting the highest possible standards of safety,security, cleanlinessand overall appearance. Tomaintainaccuraterecords of all inspections using a variety of digital applications. Please get in touch for more information. This is an agency post andVitaliscan offeryou: A Dedicated consultant who has access to all roles across the UK and is available for you to speak to An easy registration process (all done online) Referral schemes and incentives Ongoing compliance managed for you Prompt and reliable payroll and lots more. Please contact Graham Leatham on or more information. We recruit across all areas ofHousing,Public Sector, Planningand Local Government work.If you areexperienced in this sector,and thisisn'tthe role for you, contact us about other roles.
About Us Harris Primary Academy Coleraine Park is an Outstanding primary academy and we have high expectations and aspirations for your children. All our staff aim to give every child an exceptional education providing support, care, enrichment and challenge as they come through our doors. We give them opportunities to enjoy their learning and prepare them for future academic success as well as happy lives. We have a unique creative curriculum, a clear vision, high expectations, strong moral values and a love of learning. Our academy is a multi-cultural, multi-faith family where children learn together. They respect and value each other. We believe all children are special and we "dig for gold" in every child. This means encouraging children to do their very best, not settling for second-best. The Academy is located in the heart of Tottenham and we are very proud of all of our children and staff. Everyone works hard and behaves well to achieve their best. Summary We are looking for a Premises Officer to ensure the provision of a safe, clean, attractive learning environment, as part of a team undertaking responsibility for the maintenance, security, health and safety of the Harris Primary Academy Coleraine Park site. Main Areas of Responsibility Your responsibilities will include: Ensuring adherence to the academy health and safety policy, being vigilant for any hazards, mitigating risk immediately and appropriately and reporting as soon as possible Carrying out servicing, cleaning and checking of academy vehicles within your capabilities Providing technical and craft support to teaching staff Providing site security as required Reporting poor or dangerous behaviour by students or any potentially hazardous actions by staff Maintaining, decorating and repairing the academy premises where appropriate; Liaising with and supporting external contractors on site, ensuring supervision at all times Maintaining the academy grounds, keeping the site clear of litter and emptying bins regularly Monitoring the toilets for cleanliness and replenishing supplies as necessary Regularly touring the academy, keeping corridors free from litter Assisting in maintaining the academy grounds Locking and securing gates as required Assisting in the removal of furniture e.g. for exams and academy events Reporting any lights that need replacing, graffiti or any broken fixtures and fittings Qualifications & Experience We would like to hear from you if you have: Basic knowledge of Health and Safety legislation and requirements Basic training in one or more of plumbing, general and ground maintenance, electrical/building maintenance, heating systems (or sound experience of same) Basic knowledge of the operation of heating, ventilating systems and common causes of malfunctions Knowledge of maintenance and security systems and procedures Knowledge of supervisory skills Understanding of appropriate cleaning methods and standards Experience of working in an inner city school or educational establishment with children and young people Considerable DIY experience and skills Ability for some heavy lifting, with physical fitness appropriate to tasks required Ability to monitor and report on structural faults/repairs Ability to monitor and order stocks of material Ability to work evenings and weekends on a regular basis Ability to deal with emergencies occurring outside normal working hours For a full job description and person specification, please download the Job Pack. Professional Development & Benefits Our people are at the heart of our success. We have developed a strong culture of collaboration and best practice, with professional development and career planning at its centre. We invest in our staff with support, coaching, mentoring, and a wide range of top-quality training programmes delivered at every level. In addition to the opportunities for career development and progression, we also offer a competitive rewards and benefits package which includes our Harris Allowance for teachers on MPS/UPS, a Performance and Loyalty Bonus, Pension Scheme with generous employer contributions, a Wellbeing Cash Plan and many other benefits. Learn more about our benefits on our website. Safeguarding Notice The Harris Federation and all our academies are committed to ensuring the highest levels of safeguarding and promoting the welfare of children and young people, and we expect all our staff and volunteers to share this commitment. All offers of employment are subject to an enhanced Disclosure and Barring Service (DBS) check, references, an online search, and where applicable, a prohibition from teaching check will be completed. Equal Opportunities The Harris Federation is an equal opportunities employer and welcomes applications from all suitably qualified candidates. We value the diversity of our staff and students, and everyone at the Harris Federation is equally valued and respected. We aim to be an inclusive employer that reflects the communities we serve. We are committed to providing a fair, equitable and mutually supportive learning and working environment. Next Steps If you have any questions about this opportunity, please send us an email, or call to arrange a conversation. Before applying, please download the Job Pack for full details on the job responsibilities and person specification. This will be helpful for you when completing your application, and throughout the recruitment process. We encourage you to apply as soon as possible as we may interview and offer to a candidate before the closing date. Please note that we only accept applications submitted before the closing date via our careers website.
Dec 05, 2025
Full time
About Us Harris Primary Academy Coleraine Park is an Outstanding primary academy and we have high expectations and aspirations for your children. All our staff aim to give every child an exceptional education providing support, care, enrichment and challenge as they come through our doors. We give them opportunities to enjoy their learning and prepare them for future academic success as well as happy lives. We have a unique creative curriculum, a clear vision, high expectations, strong moral values and a love of learning. Our academy is a multi-cultural, multi-faith family where children learn together. They respect and value each other. We believe all children are special and we "dig for gold" in every child. This means encouraging children to do their very best, not settling for second-best. The Academy is located in the heart of Tottenham and we are very proud of all of our children and staff. Everyone works hard and behaves well to achieve their best. Summary We are looking for a Premises Officer to ensure the provision of a safe, clean, attractive learning environment, as part of a team undertaking responsibility for the maintenance, security, health and safety of the Harris Primary Academy Coleraine Park site. Main Areas of Responsibility Your responsibilities will include: Ensuring adherence to the academy health and safety policy, being vigilant for any hazards, mitigating risk immediately and appropriately and reporting as soon as possible Carrying out servicing, cleaning and checking of academy vehicles within your capabilities Providing technical and craft support to teaching staff Providing site security as required Reporting poor or dangerous behaviour by students or any potentially hazardous actions by staff Maintaining, decorating and repairing the academy premises where appropriate; Liaising with and supporting external contractors on site, ensuring supervision at all times Maintaining the academy grounds, keeping the site clear of litter and emptying bins regularly Monitoring the toilets for cleanliness and replenishing supplies as necessary Regularly touring the academy, keeping corridors free from litter Assisting in maintaining the academy grounds Locking and securing gates as required Assisting in the removal of furniture e.g. for exams and academy events Reporting any lights that need replacing, graffiti or any broken fixtures and fittings Qualifications & Experience We would like to hear from you if you have: Basic knowledge of Health and Safety legislation and requirements Basic training in one or more of plumbing, general and ground maintenance, electrical/building maintenance, heating systems (or sound experience of same) Basic knowledge of the operation of heating, ventilating systems and common causes of malfunctions Knowledge of maintenance and security systems and procedures Knowledge of supervisory skills Understanding of appropriate cleaning methods and standards Experience of working in an inner city school or educational establishment with children and young people Considerable DIY experience and skills Ability for some heavy lifting, with physical fitness appropriate to tasks required Ability to monitor and report on structural faults/repairs Ability to monitor and order stocks of material Ability to work evenings and weekends on a regular basis Ability to deal with emergencies occurring outside normal working hours For a full job description and person specification, please download the Job Pack. Professional Development & Benefits Our people are at the heart of our success. We have developed a strong culture of collaboration and best practice, with professional development and career planning at its centre. We invest in our staff with support, coaching, mentoring, and a wide range of top-quality training programmes delivered at every level. In addition to the opportunities for career development and progression, we also offer a competitive rewards and benefits package which includes our Harris Allowance for teachers on MPS/UPS, a Performance and Loyalty Bonus, Pension Scheme with generous employer contributions, a Wellbeing Cash Plan and many other benefits. Learn more about our benefits on our website. Safeguarding Notice The Harris Federation and all our academies are committed to ensuring the highest levels of safeguarding and promoting the welfare of children and young people, and we expect all our staff and volunteers to share this commitment. All offers of employment are subject to an enhanced Disclosure and Barring Service (DBS) check, references, an online search, and where applicable, a prohibition from teaching check will be completed. Equal Opportunities The Harris Federation is an equal opportunities employer and welcomes applications from all suitably qualified candidates. We value the diversity of our staff and students, and everyone at the Harris Federation is equally valued and respected. We aim to be an inclusive employer that reflects the communities we serve. We are committed to providing a fair, equitable and mutually supportive learning and working environment. Next Steps If you have any questions about this opportunity, please send us an email, or call to arrange a conversation. Before applying, please download the Job Pack for full details on the job responsibilities and person specification. This will be helpful for you when completing your application, and throughout the recruitment process. We encourage you to apply as soon as possible as we may interview and offer to a candidate before the closing date. Please note that we only accept applications submitted before the closing date via our careers website.
