Area Manager

PH Jones is thrilled to announce an exciting opportunity for an experienced Area Manager to oversee our social housing contract in South Ayrshire. This role is perfect for a dynamic leader who is passionate about driving excellence in customer service, quality, efficiency, and safety.

About the role:

As an Area Manager, you will be empowered to lead, inspire, and develop a diverse team within our social housing business. Your mission will be to deliver the highest standards of customer satisfaction and operational excellence. You will foster a culture of service excellence and growth, ensuring fair treatment and clear communication with our customers. Additionally, you will manage social housing contracts and build strong, collaborative relationships with clients. Regular travel within the South Ayrshire area will be required, so you will need to live within a reasonable commutable distance.

• Cultivate a customer-focused culture by understanding the local customer base and defining what excellent service looks like.
• Develop and implement local plans to drive a 'right first time' approach, enhancing NPS, Customer Satisfaction, and business value.
• Innovate solutions to reduce complaints, protect our brand, and improve process efficiencies.
• Handle complex and escalated queries and complaints, working closely with the complaints team for resolution and root cause analysis.
• Motivate and engage your team to meet operational targets and business strategies.
• Analyse performance data to identify trends and drivers, using this information to guide regular coaching and feedback.
• Maintain accurate and secure records using multiple systems and interfaces.
• Collaborate with internal and external stakeholders to meet client, tenant, and business needs.
• Occasionally undertake Duty Manager responsibilities, including out-of-hours, weekends, and Bank Holidays.
• Build a cohesive, customer-centric team that aligns with Centrica’s culture and values.
• Set clear targets and objectives, manage performance, provide feedback, and ensure development plans are in place.
• Coach team members to embed positive behaviours and consistently deliver high performance.
• Ensure team members attain and maintain required competencies through the business Training & Competence framework.
• Coach the team on safety, quality control, and productivity, ensuring compliance with Health, Safety & Environmental standards.
• Proactively identify issues, listen to feedback, and engage with the HSE support team to maintain a safe working environment.
• Manage conduct, operational, and regulatory risks, escalating as necessary.
• Use financial data to make value and cost-driven decisions that enhance customer, employee, and commercial performance.
• Leverage client relationships to generate additional income while controlling costs and material spend.

Here’s what we’re looking for:

• Proven track record of leading and inspiring teams to achieve goals and financial objectives, with a focus on customer satisfaction in a regulated environment.
• Understanding of British Gas and Centrica’s commercial aims and objectives.
• Knowledge of key performance indicators and what drives great customer service.
• Familiarity with data protection and information security requirements.
• Knowledge of good safety practices and duty of care requirements.
• Experience in leading, engaging, and inspiring teams within a regulated environment.