Customer Specialist Manager - Housing

We have an opportunity for a Customer Specialist Manager - Housing to join our team in Newbury. 

It's a fixed term role until the end of September 2025 with a starting salary of £42,000 - £50,000 per year depending on experience. 

We have a hybrid approach to work where you'll share your time between the office and home to ensure a positive work / life balance.

The role

As a Customer Specialist manager you'll be leading, motivating and empowering your team to deliver advice and outcomes to customers with complex housing issues. This will include all tenancy related matters including domestic abuse, anti-social behaviour, safeguarding, tenancy changes, fraud and rehousing.

You'll ensure that the team provide prompt responses, looking for first time resolutions and taking ownership of cases from end to end.

You'll actively engage and build strong relationships with key stakeholders including statutory agencies and Local Authorities. Working collaboratively with our other specialist teams, Customer Service Management Centre and Locality teams, you'll work towards delivering our Corporate Plan and Customer Vision.

What you'll need:

You'll need to demonstrate a high level of housing expertise, including knowledge around anti social behavior, safeguarding, tenancy and neighbourhood management and an understanding of legislation. Ideally, you'll have previous experience leading a specialist team.

You'll also have:

• Evidence of achieving excellent customer service outcomes in a complex environment
• Strong communication and listening skills
• Experience of coaching and managing a team, inspiring them and optimising performance
• Excellent stakeholder management experience, with an ability to engage with both internal and external colleagues
• The ability to use systems and data to assess impact and inform focused solutions

What we can offer you

As a member of the Customer Specialist Team you'll be part of a collaborative, motivated and dynamic working environment. 

We invest in our people, and you will be able to develop your skills and be part of something that makes a real difference to people's lives. This role can give you the opportunity for a career within a successful and diverse organisation.

Some of our benefits include:

• £450 yearly flexible benefit pot to use against benefits of your choice
• Flexible working
• 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
• A chance to buy or sell holiday as part of our flexible benefits package
• A generous pension scheme matching up to 12%
• Life cover as soon as you join us
• You will be a part of our Recognition scheme where you can be gifted retail vouchers
• A range of wellbeing discounts including Gym Memberships
• A wide selection of other benefits available

About us

It's an exciting time to be a part of the team as Sovereign have joined forces with Network Homes to form SNG (Sovereign Network Group). Together we provide over 84,000 homes and invest in communities across London and the South of England. Our purpose is to provide good affordable homes in thriving communities that people love for generations.

We invest for the long term, in individual homes, our customers and work with partners to make a lasting difference to our neighbourhoods. Sovereign Network Group's financial strength will enable us to meet housing needs, regenerate places and build on the existing strengths in our communities.

We are committed to our Equality Diversity and Inclusion strategy and believe that you can truly be yourself at SNG. Take a look at our careers site to learn more about us and our values.