Job Description

Company Description
BCHA was founded in 1968 by a group of volunteers in Bournemouth trying to contribute to the local housing problems. Today we are a charitable housing association supporting individuals and families across the South West and South of England. We are a major provider of a diverse range of housing, support and learning services for socially excluded people.
We have a continuing mission to meet housing need and end homelessness. We aim to achieve this through the building and provision of affordable and secure homes, and by supporting individuals to take control and lead independent, fulfilled lives.
Whether we are developing sites or supporting people with housing or learning, we believe in equality, the importance of every individual and the right to be valued and treated with dignity and respect. Our doors are open to everyone.
We manage over 1300 properties and support thousands of individuals each year.
Position
BCHA is seeking a Customer Services Operational Lead to play a vital role in shaping and delivering excellent services for our customers. You'll lead our customer services planning teams, ensuring every contact counts and driving continuous improvement across systems, processes, and performance.
In this role, you will:

• Lead, inspire, and develop the team to deliver high-quality customer service.
• Oversee day-to-day operations, ensuring customer enquiries are resolved efficiently.
• Work closely with colleagues across BCHA to improve processes, integrate services, and enhance the customer experience.
• Use data, feedback, and innovation to drive service improvements and ensure value for money.

What we're looking for:

• A proven track record in delivering excellent customer service.
• Strong leadership and coaching skills to motivate and develop teams.
• Excellent communication, organisational, and problem-solving abilities.
• A proactive and inclusive approach, with a passion for making a difference to people's lives.

Join us and help ensure BCHA is a landlord and employer of choice, delivering services that truly matter to our customers.
BCHA Safer Recruitment: Safeguarding children and adults is our first priority and we will ensure we follow safer recruitment procedures.
As an employer, we will do everything possible to prevent unsuitable people obtaining employment with BCHA. Our overall aim is to 'deter unsuitable applicants from applying for roles with children and adults, and we will ensure that all candidates are treated fairly, consistently and in compliance with current legislation.
BCHA is committed to safeguarding and promoting the welfare of people, and expects all employees and volunteers to share this commitment.
Rolling interviews on offer.
Requirements
Proven ability to motivate, coach, train and develop staff
Work Monday to Friday; 9am - 5pm.
Attachments

Skills Required