Salary
£44,556.75 per annum + excellent benefits package
Location
Manchester, Greater Manchester
Mergefield Title
{Mergefield Value}
Mergefield Title
{Mergefield Value}
This is a {Advertised Permanent / Temporary}, {Advertised Full Time / Part Time} vacancy that will close in {x} days at {xx:xx} BST.
The vacancy
Permanent, Full Time (39 hours per week working hours will be between 8am and 5pm Monday to Friday. Flexibility required to support service delivery.)
Closing date:15th October 2026
Interview date: 26th October 2026
Interview location: Oaklands House, Suite 2, Second Floor, Oaklands House, 34 Washway Road, Sale, M33 6FS
Looking for Your Next Challenge in Customer Service?
At Irwell Valley Homes, we believe that great customer service changes lives. Our Customer Service Team is often the first point of contact for our customers, and the way we lead, support and empower our colleagues directly impacts the experience customers receive every day.
We're looking for a Customer Service Team Leader who is passionate about delivering outstanding customer service, developing high-performing teams and driving continuous improvement across our customer contact channels.
If you are an inspiring leader who thrives on coaching others, improving performance and creating exceptional customer experiences, we'd love to hear from you.
Why you’ll love working with us:
At Irwell Valley Homes, we’re more than just a housing provider. We’re a team of dedicated people committed to making a real difference in people’s lives. We offer:
A purpose-driven, supportive, and friendly working environment.
Excellent opportunities for professional development and growth.
A competitive salary and a generous benefits package, including a great pension and well-being initiatives.
The chance to be a part of an organisation with a fantastic culture and a powerful social purpose.
If you are a highly organised, positive, and a roll your sleeves up individual ready to take on a role that is both challenging and incredibly rewarding, we want to hear from you.
Join us in our mission to enable people to live well in their home and community.
What you'll bring
Experience leading customer service teams in a contact centre, housing, or service delivery environment.
Strong performance management skills, including coaching, quality assurance and customer satisfaction.
Confidence handling escalated complaints and complex customer enquiries.
Ability to analyse performance data and identify improvement opportunities.
Experience driving continuous improvement and service change initiatives.
Excellent organisational, communication and people leadership skills.
Who we're looking for
A customer-focused leader who is passionate about delivering excellent service.
Someone with experience working in a fast-paced, customer-facing environment.
A strong communicator who can build positive relationships with customers and colleagues.
Comfortable using CRM systems and other customer management tools.
Understanding of vulnerability, safeguarding and customer-centred service delivery.
Flexible, proactive and able to manage competing priorities effectively.
Everyone’s welcome here. Our culture is inclusive, and we are committed to increasing diversity. We enable everyone to be themselves at work, so that they feel at home with us. And we trust and support people to do their best, in a role that is fulfilling and rewarding because we know that this helps us to deliver better outcomes for our customers and our colleagues.
If you want to be part of our team and help us make a difference, we’d love to hear from you.
You may use AI tools to support your application, but any content submitted must accurately reflect your own skills, experience, qualifications and suitability for the role. During the recruitment process, you may be asked to discuss and provide evidence of the information contained within your application.
We are a not-for-profit housing association, providing affordable homes and services to over 16,000 people across Greater Manchester. We build affordable new homes, work with partners to reduce homelessness, and support people to reach their potential.
Our organisation is all about people – the people who live in our homes, the people in the communities we serve, and the people we work with.
So, it’s no surprise that we recruit for attitude and behaviour which are central to us delivering great experiences for everyone!
We employ people who are passionate about making a difference who can take responsibility and get things done. And we have developed a culture that supports people to do this.
Everyone’s welcome here. Our culture is inclusive, and we are committed to increasing diversity. We enable everyone to be themselves at work so that they feel at home with us. And we trust and support people to do their best, in a role that is fulfilling and rewarding because we know that this helps us to deliver better outcomes for our customers and our colleagues.
The Communities team
Our Communities team pride themselves on delivering a fantastic service to our customers, representing the customer voice throughout the organisation and striving to make a real difference in people’s lives!
Forging strong relationships with our customers is central to what we do, none more than in our Customer Service and Support Team who assist customers with all aspects of housing, they really are a clued-up bunch! They also manage a full range of digital contact channels including live chat, social media, our app and of course the telephone so are skilled as well as knowledgeable!
Our customers are important to us, and we want them to feel that way, which is why our Communities Team support residents to manage their tenancy and make sure neighbourhoods are clean, safe and places you're proud to live. It’s a great feeling for the team knowing they can help to make services better for our customers!
We are constantly striving to find innovative solutions to support customers and focus improve our customer experience. Whether it’s developing an app, streamlining process or finding service improvements, they always have the customer at the centre of what they do!
We’re committed to doing what we say we’ll do, keeping customers updated, building rapport and problem solving.
Stats:
483 people moved into one of our homes last year!
We engaged with 3,400 customers, on everything from our new cleaning contractor to building safety measures.
90% of customers were happy with how they were treated last year!
80% of customers were happy with their last contact with us
We handled over 75,000 customer contacts last year!
We continuously work with customers across the organisation including our Resident Scrutiny Panel, Customer Offer Panel and Community Champions.
“Thank you for your interest in joining our Communities Team. For us, the Communities team is all about being reliable and respectful in the way that we interact with customer’s and colleagues. The team is a tight-knit bunch who all share the same ethos, to deliver excellent customer service and have fun doing so! We are genuinely passionate about helping customers and delivering a great service to them. To do this, we give our colleagues the right training and support, offer some great benefits, and promote a positive, inclusive culture where everyone is able to deliver their best service by being their best self. If you share our goal in ensuring Customers can live well in their homes and Communities, I’d love to welcome you into the team!”
You have already applied for this vacancy, please go to your account to see your progress.
Privacy Policy
Irwell Valley Housing Association Ltd Privacy Statement
The following explains how we Irwell Valley Housing Association Ltd (Controllers) intend to use the information you provide in your application, along with your rights, our reasons for requesting it and who will have access to it.
As defined by the General Data Protection Regulation (GDPR) irwell valley homes is the Data Controller and ultimately responsible for ensuring the data you provide is kept secure, processed correctly and that you understand your legal rights in relation to the data you provide.
The recruitment software we use via this website is supplied by IRIS Software Group Limited and they are defined as a Data Processor under the GDPR. They will only process your data in accordance with our instructions.
IRIS can be contacted at: 4th Floor Heathrow Approach, 470 London Road, Slough, England, SL3 8QY
For Data Protection enquiries, please contact the Help Desk at support@networxrecruitment.com
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We collect information that is specifically provided by you as part of an application process. We will collect the following (but not limited to):
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By agreeing to this privacy statement, you are allowing us to form a contract that will mean we can use your details and information presented so that we can assess your suitability for employment with us and carry out our statistical analysis.
Why do we collect this information and who do we share it with?
Details you provide in this application:
Will be held on our computer systems and may be downloaded by us
Will be used to deal with your application
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Will be used to satisfy legal requirements
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Will be held and may be used to contact you about other vacancies
We will store your application data for 13 months after the vacancy has closed. After this period, it will be fully anonymised.
Only if you are successfully recruited, we will upload your details to our HR system, Cascade. As a member of staff you will sign a contract of employment and agree to additional terms on how your data is handled and stored.
Our recruitment process requires that we contact the referees provided by you as part of our checks to ascertain suitability of employment. The content of the reference will not be shared without the referee's permission.
How can I access the information you hold about me? Your rights
We are dedicated to providing reasonable access to visitors who wish to review the personal information retained when they apply via our website site and correct any inaccuracies it may contain. If you choose to register, you may access your profile, correct and update your details, or withdraw your details at any time. To do this, you can access your personal profile by using the secure login. In all cases we will treat requests to access information or change information in accordance with applicable legal requirements.
You have the following rights in relation to the way in which we deal with your personal data:
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you have the right to ask for a copy of the information we hold about you (Subject Access Request - S.A.R)
You have the right to lodge a complaint with a supervisory authority - the ICO
Within your candidate account, you can also use the Download Data feature to generate an XML file of the current data we hold on you that you have provided and/or have access to within the account.
Where you exercise your right to object or withdraw your consent we may process your personal data without your knowledge or consent where we are permitted or required by law or regulatory requirements to do so. In such a case, we will not process more personal data than is required under the circumstances.
If you are not satisfied by our actions, you can seek recourse through our internal complaints procedure. If you remain dissatisfied, you have the right to refer the matter to the Information Commissioner (www.ico.org.uk) or seek recourse through the courts.
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