Salary: £51,356 to £54,495
Working Arrangements: Full Time
Hours of Work: 37 hours per week
Status of Employment: Permanent

At Berneslai Homes, we strive to be an ambitious, forward-thinking social housing provider and employer. Working for us offers you a chance to play a real part in improving homes and communities throughout Barnsley.

Managing around 18,000 homes on behalf of Barnsley Council, our ‘3 Cs’ values are at the heart of all we do here – we promise to always put the Customer first, have a Can do attitude to make change happen, and stay Curious to make sure we get things right.

We’re proud to announce that we are the first local authority to achieve the highest C1 grading from the Regulator of Social Housing following our recent inspection. This outcome means that we meet consumer standards as a landlord, identify when issues occur, and implement plans to prevent recurrence—demonstrating our commitment to providing high-quality homes and prioritising tenant safety, needs, and well-being.

The Customer Service Manager role:

We're looking for an ambitious, motivated, and customer-focused individual to join our team as a Customer Service Manager. This exciting opportunity is perfect for someone who can be a joint operational lead on the delivery of our Resident Insight and Engagement Strategy, ensuring the resident voice is loud and actively influences and shapes services, policy and strategy and to be the lead officer of the Customer Services Tenant Influence Panel.

Within this role you will develop and ensure effective direction and continuous operational improvement of the service area under your portfolio through the regular review of good practice, performance and customer insight, policies, procedures, protocols, partnerships and legislative changes.

Key duties and responsibilities of our Customer Service Manager:

- Responsible for the development, implementation, operational management and review of the following cross-company key strategies, policies and services: Customer First Strategy, Complaint Policy,



Compensation Policy and Reasonable Adjustment Policy, Resident Insight and Engagement Strategy · Contact Centre Service.
- The operational service lead for ensuring compliance with legal duties under the Housing Ombudsman Complaint Handling Code, including the development and review of the Complaints Policy, regular self-assessments and action plans to provide assurance to the Executive Management Team, Board, Committee and the Council.
- Develop strong and effective relationships with Berneslai Homes’ Board Complaint Champion and BMBC’s Member Responsible for Complaints whilst ensuring we deliver effective organisational training for complaint handling and learning. Responsible for ensuring allocations balance the needs and safety of individual applicants with the wider community.
- Work in partnership with the Performance and Improvement Manager ensuring the effective delivery and organisational learning from our range of customer insight surveys including the TSM survey.
- Work in partnership with our Communications Team to develop, review and publish high-quality customer information that is accurate, accessible, inclusive and consistent across all channels, including forms, web content, online services.
- Responsible for our translation services and the delivery of our Reasonable Adjustment Policy ensuring we remove barriers for customers whilst supporting the delivery of customer aspects of our Be Inclusive programme.

Please refer to the full Job Description and Employee Specification upon completing your application.

What we’re looking for in our Customer Service Manager:





- Chartered Institute of Housing professional qualification or HND/equivalent in housing, customer services, or business management, or evidence of substantial experience at this level in a complaint handling capacity.
- Strong knowledge of legislation and codes of practice relating to the remit of the post and specifically to The Housing Ombudsman Code and the Consumer Standards issued by the Regulator for Social Housing.
- Experience of handling and resolving sensitive and/or complex complaints across a diverse service area and of organisational customer service management achieving continued service improvement.
- Experience of working in a fast-paced environment with the ability to demonstrate a high degree of resilience.
- Proven ability to develop and manage a high-performance culture focused on continuous improvement.
- Ability to effectively manage budgets, ensuring value for money is achieved.

What you might be asking is, why work for us?

We are proud to put our people first! By joining Berneslai Homes, you will have access to a wide range of employee benefits including:

- Agile Working Package
- Excellent Pension Scheme
- Discounted Gym Membership
- Health & Wellbeing Checks
- Fantastic Training and Development Opportunities

Key Dates:

Shortlisting is due to take place week commencing 1 September and interview dates are due to take place week commencing 7 September.

Please note these dates are subject to change.

Further Information

For an informal discussion about this role, please contact Sarah Barnes, Head of Customer Services by emailing [email protected]

We conduct spot checks for AI use in applications to ensure a fair and transparent recruitment process. If AI use is suspected, we may contact you to discuss it, which may result in your application being withdrawn.

- This post requires a Basic Criminal Record Check.
- CVs will not be accepted. Berneslai Homes values diversity in its workforce and encourages applications from all sectors of the community.

📌 Customer Services Manager (España)
🏢 Berneslai Homes
📍 España