Coop Homes Customer Service and Repairs Manager
The Vacancy
Who we’re looking for.
As part of Coop Homes, you’ll use your knowledge, organisational skills and enthusiasm to deliver a fantastic service to our customers and create a highly motivated team.
You’ll manage a team that provides great customer service and will lead on the coordination of responses to formal complaints, ensuring compliance. You’ll be key in onboarding new clients and will lead on producing the repairs element of performance reports to clients, managing team based projects.
You’ll have experience in managing and motivating a team to drive performance. We are looking for someone who can deliver excellent customer service and with previous complaints experience, preferably with social housing knowledge.
When we're hiring, we look for people who connect with our values:
- We care!
- We deliver!
- We learn!
You can find a full description of our values here
For more information about Co-op Homes, visit us at www.coophomes.coop
Feel a connection? If this sounds like you, click ‘apply now’.
Closing date for applications is 18 May
The Company
Who we are
Hello. We’re RHP. Our purpose is providing safe, secure homes – opening the door to life opportunities. We own and manage over 11,000 homes for social rent and shared ownership, and plan to build more over the next 12 months.
Our employees enjoy working for us, and we’ve been recognised as an excellent employer through several prestigious awards, including being named as a Top Employer for three years in a row. In recent years we’ve also gained Gold accreditation as part of the Mind Workplace Wellbeing Index and were named as Family Friendly Employer of the Year at the Personnel Today Awards.
If you want to make a difference to our customers, colleagues and beyond, we’re the place for you.
Connecting through difference
We embrace and understand the value diversity brings – it can only make us better and stronger. That’s why a key part of our culture is to create an environment where everyone can be themselves and is treated fairly and equally. It’s important to us that you feel valued, appreciated, and free to be who you are.
We’re a Disability Confident Employer, which means we’re committed to inclusive recruitment practices.
Our Co-op ethos
At Co-op homes, how we think, how we behave and how we work is driven by our ethos, it’s what we refer to as the co-op ethos. It’s supported by our values: we care, we deliver, we learn.
At the heart of this is the desire to listen and then act. We believe that this leads to better outcomes for everyone.
In practice this means that we operate on the principle that no one person has all the answers. That it is necessary to create the conditions that allow for open dialog in an environment that is respectful and acknowledges expertise and experience where it’s relevant. As a result, we encourage participation from all areas, including residents, partners, contractors and colleagues.
The outcome should be that people who work for us, with us or receive services from us, have a sense of agency and feel that their voice matters. They also understand that in coming together, we aim to deliver outcomes that benefit the wider community.
- We care – by building empathy, being open, ethical, inclusive and supportive, we show compassion and help each other, our residents and communities flourish
- We deliver – by taking responsibility and ownership, we commit to our promises, ensuring high performance, quality and safety for everyone
- We learn – by listening, having humility, being open to ideas, collaborating and taking on board evidence we’re able to improve on everything we do
Perks of the Job
Our aim is to be an excellent employer and create a healthy work environment so you can be the best version of yourself. Our flexible Life Matters benefits package has been designed around the things our people value most to give you choice around what you need to live well at work, rest, and play – you’ll have access to all these benefits during your time with us.
Life Matters has six main elements:
Mind Matters Champions are RHP Group employees who’ve been trained to recognise the signs of mental health problems in the workplace, guide you towards professional help, and support you through difficult moments.
Our Engagement Champions Group (ECG) is the heartbeat of the organisation and the voice of our employees. They welcome your views about working at RHP so they can share information, take ideas forward and make changes across the business.
Your Simplyhealth membership offers you access to up to six structured counseling sessions with an experienced counselor if it’s more formal support you need.
From your first day with us, we pay for Level 5 cover with Simplyhealth. This helps you to claim money back on the cost of everyday healthcare, like eye tests, trips to the dentist and physiotherapy. You can also choose to top up your membership the Level 6 (currently the highest level available).
The health of our employees is important, so we offer free flu jabs to all employees and Hepatitis B jabs to caretakers and first aiders.
We offer bike loans through the government scheme (Cyclescheme). You’ll get tax-free, National Insurance free and interest-free help with the cost of buying a bike and equipment.
Work should be something you do, not somewhere you go, so our flexible working approach is all about doing Your Work Your Way so you can be the best version of yourself, get the best out of life and achieve a great outcome for our customers. Flexible working isn’t just home working: it includes flexing your hours to suit you, breaking up your hours throughout the day, working remotely from another location, and buying and selling holidays.
Giving back to the community is important to our people. Most companies only allow one day a year for volunteering activities, but at RHP employees who work more than 18 hours a week can have up to two days.
Our social purpose is strong, and our employees value the opportunity to give back to the local community, so having a nominated charity is important. All our fundraising efforts are currently for The Vineyard Community Centre in Richmond.
We offer 29 days’ annual leave and paid leave for eight bank holidays from 1 April to 31 March. For part-time workers, your holiday and bank holiday entitlement is pro-rata. For the times when you have something special planned or need a little extra in your bank account, you can buy or sell your holiday.
Fancy an easy pay rise? Start a pension and there you have it! Pensions can be confusing, but the truth is, they’re just a tax-free pot of cash you and RHP pay into, as a way of saving for retirement. We have one pension scheme – a Defined Contribution (DC). If you meet the criteria you’ll automatically be enrolled in our DC pension scheme. You contribute 3% and we’re committed to matching and doubling that, from 6% up to a maximum of 11.3%.
We’re committed to reviewing salaries every year. And we’re a London Living Wage employer, which means we’re voluntarily taking a stand to make sure your payment covers the cost of important stuff – like rent and food bills.
We know there may be times where you need to make big purchases upfront and could do with some help. That’s why we have a choice of four interest-free loans that you pay back over a 12-month period: for help with paying for a digital device, season ticket, tenancy deposit, or fertility treatment.
Most of us have some form of personal finance outstanding, like credit cards, and often we may be paying high-interest rates. Salary Finance offers you a way to pay off your debts quicker, at a lower cost, and boost your savings.
We offer maternity, paternity, adoption, and shared parental leave to help you make time for the people that matter most.
We offer extra paid leave to support you with moving to a new house, caring for someone, getting married, becoming a grandparent, or dealing with bereavement.
We offer an interest-free fertility loan for any employee who is going through fertility treatment, as we know the financial impact it can have.
Showing appreciation for all things – big and small – goes a long way. It’s only polite after all. But it’s powerful too.
Working at RHP
Values We Live By
We Know Our Stuff
We build trust and confidence by being experts in what we do. Our knowledge and skills enable us to get the most important stuff right – providing an excellent service and keeping our customers, our homes and each other safe. We embrace change and recognise when we need to adapt, learn and develop new skills.
We Make It Happen
We show accountability, energy and passion for finding speedy resolutions and people will trust that we’ll do what we say we will. We’ll use collaboration and creativity to work together to find better ways of doing things. We don’t stand on the side-lines and get involved in a way that’s meaningful for us. We find joy in what we do and will have fun along the way.
We Care
We care about providing an amazing service to our customers and each other. We treat people as individuals and show empathy by putting ourselves in their shoes. We really listen, being present for both customers and colleagues – making them feel in safe hands. We care about what happens today and tomorrow for our people, communities, homes and the planet.
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