Recovery Connection jobs in Sunderland

Who we are & what we stand for

Do you want to lead a customer contact service that delivers fast, friendly and effective support for tenants and leaseholders across all of our housing services?
If that sounds like you, keep reading we might be the perfect match.

These roles form part of a wider organisational redesign to ensure the Council is structured to deliver high-quality, efficient and sustainable services for the people of Gateshead. This supports our commitment to modernising how we operate, strengthening accountability and putting residents at the heart of everything we do, ensuring everyone in our borough can thrive.

We’re delighted that you’re interested in working with us. You’d be joining us at a very exciting time.

We pride ourselves on our ambitious and forwardthinking approach to taking care of Gateshead and its people, and we passionately believe that our employees reflect that spirit in truly enabling Gateshead to thrive.

At Gateshead Council you’d be a highly valued member of a team that recognises the skills you bring, encourages creativity and passionately advocates a great work/life balance. Our actions speak louder than words, and with flexible and hybrid working available alongside an excellent range of employee benefits, we’re confident it isn’t just the salary that attracts our staff.

Supporting services that make a difference to our communities

Our Housing Customer Contact Service is the first point of support for thousands of tenants and leaseholders across Gateshead. From repairs and rent queries to tenancy management, ASB, lettings and complaints, this team ensures residents receive the right help, at the right time, in the right way.

As Service Manager for Housing Customer Contact, you will lead the development of a modern, multichannel contact service one that resolves enquiries at the first point of contact, uses resident feedback, data and insight to improve customer experience, and supports strong connections between tenants and the full range of housing services.

What you will get to do

In this senior leadership role, you will:

• Develop and deliver a comprehensive housing customer contact strategy, integrating telephony, digital, face-to-face and written channels
• Lead and manage the housing customer contact service, ensuring high performance, compliance with standards and strong customer satisfaction
• Ensure enquiries are resolved at the first point of contact wherever possible, reducing unnecessary handovers across services
• Identify and analyse failure demand, using insight to support service-wide improvement and efficiency planning
• Lead process review and service redesign to improve customer experience and outcomes
• Manage and develop CRM systems to provide a complete view of tenants, leaseholders and their homes
• Lead or oversee out-of-hours housing contact arrangements, including emergency repairs, homelessness responses and security services
• Lead the development of tenant engagement and involvement approaches to improve services and customer satisfaction
• Manage complaints, compliments and learning (including Ombudsman outcomes) to drive continuous service improvement
• Implement and oversee customer satisfaction measures, using feedback to inform service development
• Lead workforce planning, coaching and development to build a skilled and customer-focused team
• Manage budgets and support financial planning, ensuring value for money and delivery of cost recovery plans
• Ensure compliance with relevant regulatory, statutory and corporate requirements
• Drive continuous service improvement through data-led decision-making, systems and process review and performance management

What you will bring

We’re looking for someone who can demonstrate:

• Strong knowledge of customer contact services, including performance standards, technologies and multi-channel delivery
• Experience leading customer contact services in a fast-paced environment, driving performance and improvement
• Proven ability to lead teams, manage performance and build a strong, customer-focused workforce
• Excellent communication and influencing skills, with experience working with partners, elected Members and service users
• Strong financial awareness, including budget management, cost control and delivering value for money
• An approved Level 4 housing management qualification (or willingness to achieve within an agreed timeframe)
• A degree-level qualification or equivalent experience demonstrating the ability to operate at the required level
• Commitment to ongoing professional development in line with housing standards

What’s in it for you

• Competitive Salary: We offer fair and transparent pay that reflects your skills and experience.
• Outstanding Pension Scheme: We don’t just offer a great salary we invest in your future too. Find out what benefits a Local Government Pension provides: https://twpf.info
• Generous Annual Leave: Enjoy 28 days of annual leave, rising to 32 days after 5 years (2 of which can be fixed by the Council), plus the option to buy up to 10 extra days.
• Flexible Working Hours: Benefit from up to 26 flexi days per year (subject to business needs), giving you more control over your time.
• Hybrid & Flexible Working: We support a healthy work-life balance with flexible and hybrid working options.
• Learning & Development: Access a wide range of training, development, and progression opportunities to help you grow your career.
• Health & Wellbeing Support: From discounted gym memberships through our partner GLL to mental health resources, we care about your wellbeing.
• Cycle to Work Scheme: Save money and stay active with our tax-efficient cycle to work programme.
• Electric & Hybrid Car Scheme: Get behind the wheel of a brand-new electric or hybrid vehicle through our salary sacrifice car scheme in partnership with NHS Fleet Solutions a cost-effective, environmentally friendly way to drive (after 12 months service).
• Exclusive Discounts & Salary Sacrifice: Through our VIVUP employee benefits platform, enjoy discounts on shopping, travel, and services plus salary sacrifice options on white goods, electronics, and more, helping you spread the cost of essential purchases (after 6 months service).

Our commitment to you

We are an equal opportunities employer and aim to have a culture and a workplace where our people feel a sense of belonging, are respected and empowered to do their best work. We know that we deliver better services when our workforce reflects the full range of backgrounds and experiences in the society we serve. We welcome applications from suitably qualified people from all sections of the community, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation

How to apply

You can apply online using the apply now button below. Within the form, you’ll be asked for details about you, your career history, skills, experiences and qualifications.

We advise you to be as detailed and specific as possible, paying particular attention to any of the above which are relevant to the role to which you are applying.

If you have any questions about your application, please don’t hesitate to reach out to our recruitment team via recruitment@gateshead.gov.uk

Please note: As a Disability Confident employer, we guarantee an interview to all disabled applicants who meet the essential criteria for the role. However, in high-volume recruitment situations, it may not always be practicable to interview every eligible candidate. In such cases, we may need to prioritise those who best meet the essential criteria, based on the information provided in the application.

Additionally, the Council reserves the right to close this vacancy early or adjust the shortlisting criteria, including the pass mark for interview selection, to ensure a fair and manageable recruitment process. We encourage early applications.