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<ul><li><a href="https://feeds.jgp.co.uk/public_data/VacancyDocuments/0077/2029/JD_-_Head_of_Customer_Services_and_Quality_-_Tenancy__1_.pdf" target="_blank">JD_-_Head_of_Customer_Services_and_Quality_-_Tenancy__1_</a></li>
</ul>

Please apply online via the link provided.



Job Title:&nbsp;Head of Customer Services &amp; Quality -&nbsp;Tenancy Services
Language:&nbsp;UK
Company:
Job Location:
Location:
Region:
Country:
Organisation:&nbsp;Hackney Council Anonymous Apps &gt; Climate, Homes and Economy
Job Number:&nbsp;HCAA02689
Service:&nbsp;Tenancy &amp; Leasehold Services
DBS Required:&nbsp;Yes
Organisation Logo:&nbsp;Hackney Council
Agreement Type:&nbsp;Permanent
Work Pattern:&nbsp;Full Time
Contracted Hours:&nbsp;36
Grade:&nbsp;PO9 - PO11
SCP Range:&nbsp;£66,084 - £72,075
Hackney’s Housing Department is changing. We are looking for an experienced Head of Customer Services &amp; Quality to set up and lead this brand new service within Tenancy Services, following a recent service review.
In this critical leadership role, you will have an opportunity to set the direction of change as we modernise into a truly resident-centric service, with accountability, fairness and respect at the heart of everything we do.
Your new service (of around 18 staff) will comprise:
<ul>
<li>A responsive ‘front of house’ into the Tenancy Service for residents and other stakeholders, managing demand effectively</li>
<li>An Administration team providing various back office functions</li>
<li>A Quality team who will design and deliver a quality assurance programme for Tenancy Services, oversee our complaint handling and undertake a range of other functions including tenancy investigations, development of SLAs and commissioning for Tenancy Services</li>
</ul>
You will be at the forefront of delivering transformational change for Tenancy Services as we roll out new Housing IT and various transformation projects aimed at improving the resident experience.
You will use your strong understanding of housing management, project management and service design skills, you will work closely with residents and the operational teams to co-design and deliver improvements to key customer journeys and processes. You will be hands-on and flexible, with a strong instinct towards collaboration and capable of inspiring and motivating others towards our vision of the future for Tenancy Services. You will be highly organised and able to manage service development projects and workstreams concurrently with the ‘day to day’ service leadership requirements of the role.
With experience gained in a social housing setting and holding or willing to work towards a Chartered Institute of Housing qualification, you will understand the differing strengths, needs and barriers to accessing services that people living in social housing often experience. You will understand the need to work holistically along customer journeys rather than in service silos, and will ensure your new service is tailored to ensure residents with additional needs are not left behind. You will support the workforce to develop the skills, behaviours and competencies required to deliver our vision through the establishment of training resources, toolkits, procedures and other guidance via our emerging workforce development plan.
Enchanced DBS is required.
As a Council, our most outstanding asset is our staff, who are highly dedicated to serving our residents and committed to our goals as an organisation.
If you want to work in a place where you can represent our values so we achieve the best for our residents, please click on the apply button below.
We operate a fair and open anonymous selection process. Therefore, we do not accept supporting statements or CV’s.
To proceed with your application, you will need to create an account and submit your application.
As part of the application process, you will need to complete a number of competency based questions. These questions allow you to demonstrate your suitability for the role and provide examples of your skills, knowledge and experience outlined in the job description.
We understand the benefits of using AI in the workplace. However, if you are thinking of using this tool to submit your application, we ask you to think about what value it will add. AI tools tend to lack the personal touch and authenticity we value in candidates. We encourage you to showcase your unique knowledge and skills using your own voice.
Prior to applying for a vacancy for a secondment opportunity, please liaise with your line manager and inform them of your interest in applying for the role.
This application process replaces a supporting statement.
Closing date for applications:&nbsp;07 December 2025 (22:59)
Interview date:&nbsp;January&nbsp;2026
We are also working towards our vision, which is to be a place for everyone; where residents and staff can be proud; a place that celebrates diversity and where everyone can feel valued, included and involved. In order to achieve this, we look for people who are: Proud; Ambitious; Pioneering; Open; Proactive; Inclusive.
Hackney Council works to eradicate discrimination on the basis of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation.We also recognise that people can be disadvantaged by their social and economic circumstances, so we will also work to eliminate discrimination and disadvantage caused by social class. We also welcome those interested in flexible working. We particularly welcome applications from disabled people, as this group is currently under represented in our workforce.
The Council has a dedicated employment support service (Hackney Works), which offers Hackney residents guidance in relation to applying for jobs. If you are thinking about applying for a job, please contact the Hackney Works team to find out what support is available:&nbsp;<a href="mailto:hackneyworks@hackney.gov.uk" target="_blank">hackneyworks@hackney.gov.uk</a>

London Borough of Hackney

Head of Customer Services & Quality - Tenancy Services

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Salary: £38,923 - £43,749
Grade: Level 3, Zone 1 Location:&nbsp;Holmes Road Depot, NW5 3AP Contract Type:&nbsp;Permanent
Hours:&nbsp;36, Full Time
Closing Date:&nbsp;Tuesday 2^nd December at 23:59
About Camden
Camden is changing on the inside to make life better for everyone. Our residents and communities are at the heart of everything we do. We’re home to the most important conversations happening today and we’re making radical social change a reality, so that nobody gets left behind. &nbsp;Here’s where you can help decide a better future for us all.&nbsp;
About the role
This role requires organisation, multitasking, and always prioritising residents' engagement with the council.&nbsp;
You will be the first stage of customer engagement for Stage 1 complaints, along with Member and MP enquiries, and ensure these enquiries are triaged as per the council's corporate complaint handling procedures. You will also be required to engage with residents by contacting them to acknowledge receipt of their enquiry. You must ensure SLAs are met and will work collaboratively with other areas across both Housing and Property Services.
About You To find out more about what it is like to work at Camden, meet some of our People by visiting '<a href="http://www.camdenjobs.co.uk/our-stories" target="_blank">www.camdenjobs.co.uk/our-stories</a>'.
We are looking for someone who can review and categorise incoming correspondence, queries, and documentation with precision. As the first point of contact for stakeholders, you will provide clear and professional responses via telephone, email, and other communication channels. Your high-level abilities in written and oral communication, along with your skill in presenting information, will be crucial.
If you are passionate about building relationships with various groups to address barriers to resolving customer enquiries, we want you! Your interpersonal and customer service skills, along with your excellence in teamwork, collaboration, networking, and partnership building, will make you a perfect fit. As an engaging communicator, you will have the ability to lead others and inspire cooperation.
We embrace innovation and actively seek out best practices to enhance our work. If you are solution-focused, challenge constructively, and respectfully take onboard feedback to continuously improve, we would love to hear from you.&nbsp;
How To Apply
To apply for this job please follow the "Apply" link. In the ‘Why you?’ section of the application you will be required to demonstrate how you meet the role criteria noted in the Job Profile under the “About You” section.&nbsp;
We strongly encourage applicants to write their applications themselves. While we understand the growing use of AI tools, we believe that personal reflection and authenticity are key to a strong application. Please avoid using AI-generated content when applying.
To view the Job Profile, please&nbsp;click HERE or copy and paste the below URL into your browser:&nbsp;
<a href="http://camdocs.camden.gov.uk/HPRMWebDrawer/Record/11493140/file/document?inline" target="_blank">http://camdocs.camden.gov.uk/HPRMWebDrawer/Record/11493140/file/documen…</a>
What We Offer
At Camden, you’ll receive a host of benefits including:
<ul>
<li>27 days annual leave for new starters, rising to 31 days after 5 years</li>
<li>Local Government Pension Scheme</li>
<li>Flexible working opportunities;</li>
<li>Interest free loans</li>
<li>Access to our incredible staff networks</li>
<li>Career development and training</li>
<li>Wellbeing support and activities</li>
</ul>
Visit '<a href="http://www.camdenjobs.co.uk/staff-benefits" target="_blank">www.camdenjobs.co.uk/staff-benefits</a>' for more details.
Inclusion and Belonging
At Camden, we want every colleague to feel they belong and can thrive. We welcome applications from all parts of our community, and particularly encourage people from Black, Asian and Other Ethnic Heritage communities, LGBTQ+ people, disabled and neurodiverse people, survivors of domestic abuse, and those from lower socio-economic backgrounds or with care experience. We know that different voices and perspectives make us stronger, and we are committed to providing the support, adjustments and flexibility people need to succeed. Click&nbsp;here&nbsp;for more information on our commitment.
Asking for Adjustments
At Camden, we are committed to making our recruitment process barrier-free and accessible for everyone. If you need us to do something differently during the application, interview or assessment process, just let us know and we will support you. This could include providing information in an alternative format, extra time in assessments, or adjustments for disabled, neurodiverse or long-term health conditions.
Please contact us on 020 7974 6655, at&nbsp;<a href="mailto:resourcing@camden.gov.uk" target="_blank">resourcing@camden.gov.uk</a>&nbsp;or by post to 5 Pancras Square, London, N1C 4AG. We’ll work with you to make sure the process works for you.
Anonymised Application&nbsp;–&nbsp;in keeping with Camden’s commitment to inclusion the recruitment to this role is anonymised and supports the objective of reducing the impact of unconscious bias.

Camden Council

Case Management Triage Officer

Title: Customer Service - Intelligence and Speech AnalystContract Type: Fixed term contract for 2 Years, full time, 35 hours per weekSalary: Starting from £40,649 per annum (London weighted salary) or £36,073 per annum (Regional salary)Grade: 08Reporting Office: London, Stratford or Manchester, TraffordWorking Location: AgileWorking Pattern: Monday to Friday 8:00am-4:00pm or 9:00am -5:00pmClosing date: Friday 28th November 2025 at 11pmInterview date: On a date to be confirmedPlease click here for the role profile - <a href="https://lqgroup.engageats.co.uk//ViewAttachment.aspx?enc=jmxpV+AcVus8i/wvT3FZXrrCOvCUGNWd9uca/tGZrAI3dMyH7+aRsXJPdz+CdVHAKeQEOqFLUNtgReX0R9+I1ysRKKw6KpZHoB7rOFzEeuhXcT8byrihj5x4wwGlXYVB" target="_blank">Role Profile - Intelligence and Speech Analyst.docx</a> <a href="https://www.lqgroup.org.uk/working-at-landq/why-work-for-landq/benefits" target="_blank">Benefits</a> include: Excellent pension plan (up to 6% double contribution), 28 days Annual Leave rising to 31 days with length of service + Bank Holidays, Westfield Health Cash Plan, non-contributory life assurance, up to 21 hours volunteering paid days, lifestyle benefits, Employee Assistance Programme and <a href="https://www.lqgroup.org.uk/working-at-landq/why-work-for-landq/benefits" target="_blank">many more</a>…Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated.Join our Operational Support Team at L&amp;Q:Do you love turning conversations into actionable insights? Are you passionate about improving customer experiences through data and technology? This is your opportunity to make a real difference.As a Customer Service Intelligence, Speech &amp; Quality Analyst, you’ll play a key role in analysing customer interactions, monitoring service quality, and uncovering trends that shape our service strategyWe’re looking for a driven and customer-focused individual with exceptional analytical skills. The aim is to generate strategic insight and ensure consistent quality standards to drive customer satisfaction and process improvement.Are you up to the challenge? If you are, then you sound perfect for our team!Reporting into the Intelligence, Quality and Support Manager you will:<ul><li> Manage and maintain the speech analytics strategy, as well as design and implementation.</li><li>Use quality assurance system to enhance customer interactions to ensure compliance with quality standards and identify areas for improvement.</li><li>You will provide reports across the customer service directorate to provide accurate, reliable, and timely analysis. In order to create these reports, you will need to have strong communication skills and stakeholder management.</li><li>Collaborate with stakeholders to ensure quality assurance frameworks are being adhere to and discover actionable recommendations.</li><li>In this role, you will design and optimize IVR systems and telephony workflows to deliver seamless customer experiences</li></ul>This is a varied and challenging role that demands technical, communication and people skills. Your insights will help drive improvements needed to keep L&amp;Q at the forefront.Your impact in the role:Customer conversations hold valuable insights, but they often go untapped we need this role to:<ul><li>Unlock hidden trends in customer interactions to improve service quality and efficiency.</li><li>Ensure compliance and consistency across all communication channels.</li><li>Drive proactive improvements by identifying root causes and recommending solutions.</li><li>Support strategic decisions with data-backed intelligence that enhances customer satisfaction.</li><li>Oversee and manage the telephony system, ensuring optimal performance, configuration, and integration with analytics tools.</li></ul>What you'll bring:<ul><li>The ideal candidate will have previous experience with a Housing background</li><li> Significant data analysis experience with strong statistical problem-solving and analytical skills, ideally within housing.</li><li>Strong background of report design alongside meaningful analysis. Advanced in the use of Excel, VBA, Power Bi, Dynamics 365</li><li>Speech analytics design, process, system, and analytics experience</li><li>Experience in contact centre telephony and IVR design</li><li>Experience using a speech platform, in a customer service role to drive performance</li><li>Strong communication, collaboration, and stakeholder management skills</li></ul>If you have the passion, drive and skills listed above, and are interested in working for an organisation that can really make a difference to people’s lives, then please apply without delay!We look forward to reviewing your application, and hearing about the genuine experiences and skills you could bring to our organisation. L&amp;Q reserve the right to not accept statements that exceed 500 words.About L&amp;Q:We’re one of the UK’s leading housing associations and developers. We were founded on a simple belief: high quality housing is vital for people’s health, happiness and security. Everyone deserves a quality home that gives them the chance to live a better life.250,000 people call our properties ‘home’, and we’re proud to serve diverse communities across London, the South East and North West of England. At L&amp;Q, people are at the heart of our business and our success depends on employing the best people and getting the best from them. The foundation of everything that we are is built on our corporate <a href="https://www.lqgroup.org.uk/-/media/files/careers/behavioural-framework.pdf" target="_blank">values and behavioural framework</a>, which outlines our core expectations and should be demonstrated at all times, and all levels, when representing L&amp;Q.L&amp;Q strongly believe a diverse and inclusive workforce is important, and inclusion is part of our core values and everyday working practices. We make hiring decisions based on your experiences, skills and merits and we are recognised externally for our commitment to inclusion. We are a Stonewall Diversity Champion, a Disability Confident (Committed) employer and have signed the Time to Change Employer Pledge to demonstrate our commitment to end mental health discrimination in the workplace. Click <a href="https://www.lqgroup.org.uk/about-landq/our-vision-and-values/ethics-and-diversity" target="_blank">here</a> to read more. If you require any reasonable adjustments at any stage during this process, including application stage, please email <a href="mailto:lqcareers@lqgroup.org.uk" target="_blank">lqcareers@lqgroup.org.uk</a>At L&amp;Q, sustainability is at the heart of what we do. We recognise the responsibility we hold as one of the UK’s largest housing associations. Click <a href="https://www.lqgroup.org.uk/working-at-landq/why-work-for-landq" target="_blank">here</a> to find out more about L&amp;Q and why you should join us!#TJ





<ul></ul>

London and Quadrant Housing Trust

Customer Service - Intelligence and Speech Analyst - 7283

Title: Customer Service, Quality Assurance &amp; Knowledge Analyst Contract Type: Fixed term contract for 2 Years, full time, 35 hours per weekSalary: Starting from £35, 951 per annum (London weighted salary) or £32,188 per annum (Regional salary)Grade: 07Reporting Office: London, Stratford or Manchester, TraffordWorking Location: AgileWorking Pattern: Monday to Friday 8:00am-4:00pm or 9:00am -5:00pmClosing date: Friday 28th November 2025 at 11pmInterview date: On a date to be confirmedPlease click here for the role profile - <a href="https://lqgroup.engageats.co.uk//ViewAttachment.aspx?enc=jmxpV+AcVus8i/wvT3FZXrrCOvCUGNWd9uca/tGZrAI3dMyH7+aRsXJPdz+CdVHAjN/BrnkZq7VNfVsNjAeePxGU+UvkNeXcBBbSdHGW69nNLQQ6b1StfX9grxG6xLqV" target="_blank">Role Profile - Quality Assurance and Knowledge Analyst.docx</a> <a href="https://www.lqgroup.org.uk/working-at-landq/why-work-for-landq/benefits" target="_blank">Benefits</a> include: Excellent pension plan (up to 6% double contribution), 28 days Annual Leave rising to 31 days with length of service + Bank Holidays, Westfield Health Cash Plan, non-contributory life assurance, up to 21 hours volunteering paid days, lifestyle benefits, Employee Assistance Programme and <a href="https://www.lqgroup.org.uk/working-at-landq/why-work-for-landq/benefits" target="_blank">many more</a>…Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated.Join our Operational Support Team at L&amp;Q:Are you passionate about delivering exceptional customer experiences and driving continuous improvement? This is your chance to make a real impact!An exciting job opportunity has become available for the right candidate to join us as a Customer Service, Quality Assurance &amp; Knowledge Analyst, where you’ll be at the heart of shaping how we serve our customers. As a Quality Assurance &amp; Knowledge Analyst, your role will be instrumental to improving our customer experience. You will actively review and audit cases to and from the our resident and other key stakeholders, and improve performance through trend analysis and identification of service improvement areas.You will become the knowledgechampion, where you will help build and maintain resources that empower our teams and customers, making information accessible and accurate.You will have strong stakeholder management skills and be able to work well within a team. Strong interpersonal and coaching skills are key to being able to promote best practice.You will also responsible for maintaining the accuracy of our the internal knowledge site, therefore ensuring teams have all the necessary information to carry out their tasks.Our customers are the most important part of our business and it is vital that you have the passion as a customer service professional to deliver excellence every time!If this sounds like you, we would love for you to apply!Your impact in the role:<ul><li>Your insights will directly improve processes, ensuring every interaction meets the highest standards.</li><li>Identify trends and root causes to proactively address issues before they impact customers.</li><li>Support knowledge management, making sure our teams have the right tools and resources to succeed.</li><li>You drive innovation, Spot trends, identify gaps, and recommend solutions that transform the way we work.</li><li>You collaborate across teams, work with customer service, housing, and leadership to create strategies that elevate the customer experience. </li></ul>If you love combining data-driven decisions with a passion for customer satisfaction, this role offers the perfect blend of challenge and reward.What you'll bring:<ul><li>The ideal candidate will have previous experience with a Housing background</li><li>Strong analytical skills and excellent attention to detail</li><li>A strong communicator, both written and verbal</li><li>MS Office and reporting skills. In particular Excel</li><li>Exceptional team working and influencing skills</li><li>A background in a previous quality assurance role is an advantage.</li></ul>We're looking for a customer service professional with exceptional analytical skills. Does this sound like you? If this sounds like you then apply without delayWe look forward to reviewing your application, and hearing about the genuine experiences and skills you could bring to our organisation. L&amp;Q reserve the right to not accept statements that exceed 500 words.About L&amp;Q:We’re one of the UK’s leading housing associations and developers. We were founded on a simple belief: high quality housing is vital for people’s health, happiness and security. Everyone deserves a quality home that gives them the chance to live a better life.250,000 people call our properties ‘home’, and we’re proud to serve diverse communities across London, the South East and North West of England. At L&amp;Q, people are at the heart of our business and our success depends on employing the best people and getting the best from them. The foundation of everything that we are is built on our corporate <a href="https://www.lqgroup.org.uk/-/media/files/careers/behavioural-framework.pdf" target="_blank">values and behavioural framework</a>, which outlines our core expectations and should be demonstrated at all times, and all levels, when representing L&amp;Q.L&amp;Q strongly believe a diverse and inclusive workforce is important, and inclusion is part of our core values and everyday working practices. We make hiring decisions based on your experiences, skills and merits and we are recognised externally for our commitment to inclusion. We are a Stonewall Diversity Champion, a Disability Confident (Committed) employer and have signed the Time to Change Employer Pledge to demonstrate our commitment to end mental health discrimination in the workplace. Click <a href="https://www.lqgroup.org.uk/about-landq/our-vision-and-values/ethics-and-diversity" target="_blank">here</a> to read more. If you require any reasonable adjustments at any stage during this process, including application stage, please email <a href="mailto:lqcareers@lqgroup.org.uk" target="_blank">lqcareers@lqgroup.org.uk</a>At L&amp;Q, sustainability is at the heart of what we do. We recognise the responsibility we hold as one of the UK’s largest housing associations.Click <a href="https://www.lqgroup.org.uk/working-at-landq/why-work-for-landq" target="_blank">here</a> to find out more about L&amp;Q and why you should join us!#TJ





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4 Customer Service Jobs in Greater London