Customer Care Supervisor

About the role

Magna Housing is looking for a Customer Care Supervisor to lead a supportive team in its Customer Contact team. The role is home-based with occasional travel to the Dorchester office, and is open to applicants living within 50 miles of it. It is a fixed-term position of 18 months at 37 hours per week, Monday to Friday, with a salary of £30,037 per annum. Visa sponsorship is not available.

Key responsibilities

• Manage a team in the busy CX Hub so customers get the best experience at the right time, first time.
• Engage with customers daily by phone, email, live chat and social media, answering their questions and needs promptly.
• Initiate repair requests, handle housing-related enquiries and create contacts in the CRM system.
• Use IT systems to solve problems and answer queries, liaise with contractors and colleagues, and build strong relationships.

Required profile

• Previous supervisory or management experience in customer service, with a proven track record of supporting teams and maintaining high service standards.
• Excellent verbal and written communication, able to manage workload and priorities proactively.
• IT literate, able to multi-task and make accurate, fast decisions under pressure.
• Applicants with transferable skills are encouraged to apply; system training is provided on site and virtually.

Required skills

• Proficient use of MS Word, Excel and Outlook or equivalents.

What we offer

• Annual leave starting at 5 weeks plus bank holidays, increasing over the first five years.
• Company sick pay and a pension scheme matched up to 8%.
• Learning and development support, mileage allowance of 45p per mile, and a paid day a year to volunteer.
• Enhanced parental leave depending on length of service, a wellbeing portal, and a rental/stamp duty loan after one year.