Job Ref: 213074087

Date: 2021-01-25 14:37:05

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Customer Service Manager / Contact Centre Manager (Social Housing)

Salary: £50,120 per annum

High Wycombe / Beaconsfield area – working from home currently, with the possibility of some flexible working in the future

Immediate start

Full Time, 37 hours per week, Monday – Friday

Are you experienced in managing a Call Centre, contact centre or Customer Service Team?

Our client have an exciting opportunity for a Customer Service Manager to join them on a full time basis. You will lead a high performing Customer Services Team who act as a one stop shop for the resolution of customer queries, delivering excellent service to their customers and ensuring their voice is heard throughout the organisation.

Job requirements:

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Manage, develop and lead their Customer Services Team

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Set and monitor contact handling and quality standards to ensure consistency and excellence across the team

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Manage operational development of the Contact Centre and ensure that services are both efficient and effective

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Take responsibility for improving the technology and other relevant systems and processes used within the team

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Take responsibility for the transformation of customer channels, the customer portal and communication strategies

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Act as a senior champion of customer experience across the group, seeking ways of improving their service offer and policies and practices.

What our client are looking for:

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Expertise in managing a Call Centre, Contact Centre or Customer Service Team.

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Experience of Improvement planning and target setting.

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Previous indepth complaints management.

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Use of IT systems and Call Centre technology to a high level, including use of call centre resourcing tools.

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Ability to build effective relationships with peers and senior colleagues.

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You must have the ability to present cases of business improvement to the senior team. Likewise you will need to build great relationships with your 3 team leaders.

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Experience of performance management, including grievance resolution and capability management.

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Ideally you will have experience in project delivery in improving customer channels.

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You must be skilled at evaluating reports on service and analysing data.

Housing sector knowledge and experience would be advantageous, however is not essential.

Please note that they will be reviewing applications throughout the campaign and may invite candidates to interview at any time, therefore reserve the right to close this role earlier than the published date should a suitable candidate be identified.

About Our Client

Our client is one of the South East’s leading housing providers. They manage over 15,000 homes across 33 different local authorities.

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