Customer Services Manager. East Lothian Housing Association.

Role: Customer Services Manager

Salary: EVH Grade £48,597 - £52,578

Contract: Full time

Hours: 35 hours (across 5 days)

Location: 18-20 Market Street, Haddington, EH41 3JL

East Lothian Housing Association is a growing organisation that builds and manages a range of properties to meet a variety of needs in East Lothian. We have an exciting opportunity for an enthusiastic individual, passionate about excellent customer services and helping others, to lead a new Customer Services Team.

The Role

We are looking for an experienced person to develop and manage a team of high-performing Customer Advisers responsible for ensuring that our customers get accurate information and advice on a range of housing, repair and maintenance related issues, who administer our Digital Lettings Service and who provide administrative support to the Housing & Asset Management Teams.

The postholder will be responsible for managing day to day operations in line with regulatory requirements and will play a key role in embedding a strong customer focused culture within our organisation, ensuring services are accessible, inclusive and responsive to diverse customer needs. They will manage our complaints function to deliver timely, empathetic and high quality responses, and use insights to drive service improvement.

As an effective member of our Management Team, the postholder will work collaboratively across departments to identify delivery challenges across the services, problem solve, and find solutions that mean we are giving the best service to our customers, aiming to ensure our objectives are met and that high levels of customer satisfaction are achieved.

About You

You will be a confident people manager who supports and develops their team, and will have a strong background in customer service, ideally within housing or a similar public facing environment. You will be highly motivated and passionate about improving outcomes for our customers, and skilled at balancing empathy with performance management. 

With a strong understanding of complaints handling best practice and regulatory expectations, you will manage the complaints service and will take a calm empathetic approach in dealing with complaints, having the confidence to handle difficult and emotionally charged situations. You will possess strong analytical skills and have the ability to turn customer feedback into practical improvements.

Why Join Us

We are a values-led organisation where customer experience truly matters, and if you like helping others, this role provides an opportunity to make a real and positive difference to the lives of our tenants and other service users.

We are a friendly and supportive organisation that offers generous conditions and a great work/life balance. Some of the benefits include:

·      30 days annual leave plus public holidays

·      Flexible working

·      A Defined Benefit Pension Scheme with employer contributions

·      Employee Advice Service including counselling

·      Simply Health Care Plan

All available from day one.

How to Apply

If you have the necessary skills and experience and you would like to work in an innovative and fast moving environment, please complete an application form via our website.

If you would like a printed application pack, please telephone .

Please note that CV’s will not be accepted for this post.

Closing date for applications : Tuesday 10 February at 12 Noon

Interviews will be held week commencing 23 February 2026

If you would like an informal chat about the job, please contact Karen Barry, our Director of Housing & Customer Services on telephone .

As a Disability Confident Employer, we will interview all disabled candidates who meet all of the essential requirements for the post. If you tell us that you’re disabled, we’ll ensure that we make reasonable adjustments during each stage of the recruitment and selection process and if you join us, to where and how you work.

ELHA is committed to Equal Opportunities.

Scottish Charity No: SC028900.