Salary:£51,356to £54,495Working Arrangements: FullTimeHours of Work: 37hours per weekStatus 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 theCustomer first, have aCan doattitude to make change happen, and stayCuriousto 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, andcustomer-focused individual to join our team as a Customer Service Manager.This exciting opportunity is perfect for someone who can bea joint operational lead on the delivery of our Resident Insight and EngagementStrategy, ensuring the resident voice is loud and actively influences andshapes services, policy and strategy and to be the lead officer of the CustomerServices Tenant Influence Panel.
Within this role you will develop and ensure effectivedirection and continuous operational improvement of the service area under yourportfolio through the regular review of good practice, performance and customerinsight, policies, procedures, protocols, partnerships and legislative changes.
Key duties and responsibilities of our CustomerService Manager:
Responsiblefor the development, implementation, operational management and review ofthe following cross-company key strategies, policies and services: CustomerFirst Strategy,



Complaint Policy, Compensation Policy and ReasonableAdjustment Policy, Resident Insight and Engagement Strategy · ContactCentre Service.
Theoperational service lead for ensuring compliance with legal duties underthe Housing Ombudsman Complaint Handling Code, including the developmentand review of the Complaints Policy, regular self-assessments and actionplans to provide assurance to the Executive Management Team, Board,Committee and the Council.
Developstrong and effective relationships with Berneslai Homes’ Board ComplaintChampion and BMBC’s Member Responsible for Complaints whilst ensuring wedeliver effective organisational training for complaint handling andlearning. Responsible for ensuring allocations balance the needs andsafety of individual applicants with the wider community.
Workin partnership with the Performance and Improvement Manager ensuring theeffective delivery and organisational learning from our range of customerinsight surveys including the TSM survey.
Workin partnership with our Communications Team to develop, review and publishhigh-quality customer information that is accurate, accessible, inclusive andconsistent across all channels, including forms, web content, online services.
Responsiblefor our translation services and the delivery of our Reasonable AdjustmentPolicy ensuring we remove barriers for customers whilst supporting the deliveryof 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:




CharteredInstitute of Housing professional qualification or HND/equivalent inhousing, customer services, or business management, or evidence ofsubstantial experience at this level in a complaint handling capacity.
Strongknowledge of legislation and codes of practice relating to the remit ofthe post and specifically to The Housing Ombudsman Code and the ConsumerStandards issued by the Regulator for Social Housing.
Experienceof handling and resolving sensitive and/or complex complaints across adiverse service area and of organisational customer service managementachieving continued service improvement.
Experienceof working in a fast-paced environment with the ability to demonstrate ahigh degree of resilience.
Provenability to develop and manage a high-performance culture focused oncontinuous improvement.
Abilityto 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
Fantastic Training and Development Opportunities
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 SarahBarnes, Head of Customer Services by emailing
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.
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📌 Customer Services Manager (Cantábrica Alavesa)
🏢 Berneslai Homes
📍 Cantábrica Alavesa