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.

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.

REQUIREMENTS:

Proven ability to motivate, coach, train and develop staff
Work Monday to Friday; 9am - 5pm

• 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