Housing Customer Service Manager

About the role

Marks Consulting Partners are recruiting a Housing Customer Service Manager for a permanent position with a leading housing association in South London. You will lead a small team, oversee service delivery and ensure compliance with regulatory standards.

Key responsibilities

• Deliver a first‑class, efficient, customer‑focused housing management service.
• Meet housing management KPIs such as customer satisfaction, complaint resolution, estate inspections, fire risk assessments, void turnaround and anti‑social behaviour resolution.
• Ensure compliance with policies, procedures and legislative requirements.
• Build and lead a motivated team against key targets.
• Oversee directly delivered and agency‑managed supported accommodation, maximising independence and tenancy sustainment.
• Analyse data to identify trends in customer needs and complaints.
• Minimise court or eviction cases through proactive management.
• Conduct management reviews of escalated complaints and drive service improvement.
• Facilitate resident involvement in service evaluation and design.

Required profile

• Degree or equivalent qualification.
• Knowledge of housing law, regulatory framework and debt recovery best practice.
• Experience presenting cases to court and understanding legal remedies for tenancy matters.
• Proven track record delivering efficient housing management services against targets.
• Demonstrated ability to manage change and deliver service improvements.
• Excellent written and verbal communication with strong stakeholder influence.
• Experience leading and motivating a multi‑disciplinary team.
• Commitment to high‑quality service for colleagues and external clients.

Required skills

What we offer

• Permanent contract with a salary up to £65,000 per year, dependent on experience.