Customer Communications Centre Assistant Manager

bpha

  • Bedford, Bedfordshire
  • £36,807 per year
  • Permanent
  • Full-time
  • 12 days ago
The vacancyContract Type: Full-time, PermanentJoin bpha as a Customer Communications Centre Assistant Manager (CCCAM)At bpha, we don't just deliver services-we build relationships, empower communities, and strive to make a positive difference every day. If you're a passionate leader who thrives on collaboration, empathy, and ambition, this is your opportunity to help shape the future of customer experience.About the RoleAs our new Customer Communications Centre Assistant Manager, you'll lead a team of hybrid advisors handling general queries and repairs. You'll be the driving force behind a high-performing, customer-focused environment-ensuring every interaction reflects our values and delivers excellence.What You'll DoLead with empathy: Coach and support your team to deliver outstanding service across all channels-email, WhatsApp, social media, and more.Take responsibility: Monitor performance, resolve complaints, and implement improvements that make a real impact.Be better together: Collaborate across departments to build strong partnerships and share knowledge.Stay ambitious: Identify trends, design training plans, and drive innovation to improve the customer journey.Empower your team: Recruit, onboard, and develop advisors to be confident, capable, and customer-first.What You'll BringProven experience leading large teams in a fast-paced customer service environment.Strong communication, coaching, and influencing skills.A proactive mindset with a passion for continuous improvement.Tech-savvy with solid MS Office skills.Knowledge of housing and property repairs (desirable).GCSEs (A-C) in English and Maths; NVQ or management training (desirable).Our ValuesWe take responsibility - We do what we say, own our actions, and choose the right path over the easy one.We show empathy - We listen, respect, and care for our colleagues, customers, and environment.We are better together - We collaborate, celebrate diversity, and achieve more as one bpha.We are ambitious - We learn, innovate, and strive to make a bigger impact every day.Ready to Lead with Purpose?If you're excited to inspire a team, champion customer excellence, and live our values, we'd love to hear from you.About usbpha is a Housing Association located in the Oxford to Cambridge arc, which is committed to providing its customers with high quality, value for money services whilst continuing to develop energy efficient, sustainable and affordable housing.We are a leading provider and developer of affordable homes - for rent, sheltered, residential care and shared ownership.We work together with communities - to improve opportunities, independence and quality of life for our residents, and to benefit the wider community. We bring people together, and run and support a wide range of community activities.All the money we make is used to invest in existing homes, to enable us to build new homes, and to deliver new and improved services.We own or manage over 19,500 homes and over 500 staff.Our vision and valuesTo build communities where people can live happily in a home they can afford.Our values underpin the work that we do and are ingrained in our culture at bpha. We are looking for people who can share these values and translate them into day-to-day practices for the benefit of our communities, customers and fellow colleagues. So that we can realise our vision, together.We are ambitiousWe are better togetherWe show empathyWe take responsibilityBenefitsWe believe that benefits should be more than just perks. For us, they aren't simply little extras added on at the end, they're fundamental parts of what we stand for, from the very beginning. As standard.That's why at bpha, we reward our employees by making sure we give them a supportive and caring environment, that empowers them to be happy, healthy and inspired, every day.Money & Time
  • Holiday entitlement of 28-33 days a year, plus public holidays
  • Contributory pension scheme
  • Competitive pay
  • Life assurance cover
Health & Wellbeing
  • Private healthcare
  • Mental Health First Aid
  • Counselling service
  • Eye tests
  • Discounted gym membership
  • Cycle to Work scheme
  • Free annual flu jabs
  • Wellbeing activities and events
  • Free fruit and refreshments
Recognition
  • Long service award
  • Annual staff recognition awards
  • Discretionary reward scheme
Lifestyle
  • Annual volunteering day
  • Social events, clubs and activities
  • Breakout areas
  • Onsite cafe/restaurant at headquarters
Development
  • Opportunities for professional training and qualifications
  • Workshops and training sessions for new skills
  • A fresh and modern eLearning platform

bpha