Together we’re one team mhs, and we’d love you to be part of it…

Our Chief Executive, Ashley Hook said: “There’s never been a greater need for organisations like mhs homes to provide, safe, secure affordable homes to those in housing need. As a leading housing charity, we’re ready to play our part.”

We believe everyone needs a decent home. Join us and make that a reality.

About the role

Making sure our customers (all 19,000+ of them) have the best experience when interacting with us is a real team effort from all areas of our business. As a member of the Senior Management team, you’ll be a key part in this.

As the Customer Team Manager, you’ll inspire and lead our brand new Customer Team, which provides a complete housing service to our customers. The team has been built to provide a more flexible, agile and resilient structure to deliver service excellence, moving away from functional specialisms and patch-based working to operating generically with broadened skillsets. You’ll be pivotal in embedding this new way of thinking and working, relentlessly owning and driving excellent customer service and experience.

• We’ll look to you as the Customer Team Manager to develop, drive and oversee this core team, ensuring the services we offer are consistently excellent, and that customers have access to the services they need at the first possible opportunity. You’ll keep us challenged; making sure we’re designing services and processes that have customer experience in mind, at the same time making sure key business results are delivered.
• You’ll take responsibility for achieving a high performance culture across the Customer Team, empowering and inspiring them to be the best they can be, challenge the status quo and celebrate the diversity of our customers. The role will work closely with Housing & Customer Business Partners to successfully embed our new ways of working.
• You and the Customer team will touch every step of the customer journey, so you’ll have a real chance to impact our customers and their lives. It’s an exciting opportunity.


About You


• You’ll have brilliant people and performance management skills, with a proven ability to excel at leading and motivating a broad range of people and skillsets. You’ll have a real understanding of how to drive change and deliver results. You’ll have a background in customer experience implementation in a service-driven environment, paired with strong analytical skills. You’ll have experience in interpreting performance statistics, translating these into actionable development areas for staff.


• You’ll be able to show that, even under pressure, you’re organised, self-motivated, and creative, with an unwavering focus on quality. We need someone who knows how to connect with a range of people and personality types.


• Experience of working across a range of different areas across the housing sector would be ideal, although it isn’t essential. What’s most important is that you’re someone who gets things done, and is prepared to adopt innovative approaches to make changes happen.

Next steps

If you think you have what it takes then we’d love to hear from you. Please complete an application form via our e-recruitment system. The vacancy closes on 11th April 2019.

If you would like an informal chat about the role please contact Andrew Bircher, Assistant Director for Customer Services on (01634) 354149 or Steph Goad, Operations Director on (01634) 354073.

We’re planning to hold interviews for shortlisted candidates during the week commencing 15th April 2019. This will be a 2-stage selection process, which will include a face-to-face interview, numerical and verbal reasoning assessments, a personality questionnaire and a written assessment.