Team Leader (Customer Hub)

  • Position: Team Leader (Customer Hub)
  • Location: Greenock
  • Salary: £32,111 - £32,350 (from 01.04.18)
  • Hours: 35 hours per week
  • Grade: EVH Grade 7
  • Contract: Permanent
  • Closing Date: 2 March 2018
(Hours of Work: 35 hours per week)
EVH Grade : 7 (Points 22-25) £32,111 to £35,260 (effective from 1st April 2018)

Department:    Corporate Services
Reports to:      Corporate Services Manager                                         
Supervises:     Customer Advisors
Location:         Cloch’s offices at 19 Bogle Street, Greenock, PA15 1ER

Cloch Housing Association is passionate about people and offering excellent customer service.  Following research and planning we are launching a new Customer Hub in April 2018.

A team of Customer Advisors will be on hand to answer a range of queries from customers and provide services at first point of contact.  To ensure the success of this new section, we are looking for a Team Leader who has the vision, determination and skills to lead and take forward the section and ensure the hub is a beacon of success for Cloch in our 50th year and beyond.

The role

This exciting new post offers a unique opportunity for a professional in housing and/or customer services to head up our newly formed Customer Hub.  You will be a highly motivated individual who is open to an ever-changing environment, developing policies and processes for the new Hub and ensuring the best possible customer service is what our tenants and residents get.  This role involves supervision and leading by example and being prepared to get hands on with the team to cover during absences or emergency cover.  You will have skills in housing and/or customer services and have a highly developed understanding of what is good customer service.

Key responsibilities of the post include:

• Ensuring the Hub can answer queries to all customers by phone, email, website enquiries, twitter and at
• Keeping Hub up to date on all aspects of the Association’s work
• Setting up and monitoring rotas of duties for the Customer Advisors and their workloads
• Managing the Complaints Handling Procedure for the Association
• Reporting to the Senior Management Team, Sub-Committees, Board (as and when appropriate)
• Carrying out appraisals, performance reviews and early stages of discipline/grievance issues where required
• Carrying out training with the Customer Advisors and having input into Training & Development plans
The role offers an excellent opportunity for a committed, enthusiastic and talented individual to join the team. In return you will receive outstanding EVH terms and conditions, including a subsidised health care scheme and pension scheme, and of course, an opportunity to grow and develop your role and own skills with a forward thinking Housing Association.

For further information and an application pack please contact the Association either by:

- Downloading the application pack from our website at: and go to current
  If you have problems down loading the pack, please use the following contact details:
- Telephone: 01475 783637 and ask for Kelly
- E-mail:

Please note CV’s will not be accepted.

The Association is an equal opportunities employer.

Closing date for return of completed applications is 12 noon on Friday 2 March 2018
Interviews will take place week commencing 12 March 2018.