Customer Service Manager

  • £32000 - £38000 per annum
  • Canterbury, Kent

Monday - Friday
Permanent position
£32-38,000 per annum
Office based
8am - 5pm
Must have experience managing a team within a Social Housing/Repairs environment

Main duties involve:

· Overall responsibility of the contact centre and 24/7 OOH external service provided by third Party.

· Ensuring that the Call centre IT suite and product is fully operational and functioning to

provide the service to our customers.

· Providing Training and mentoring to new and existing staff, working with other

departments to ensure a full end to end process is delivered in the most effective way

and calls received are correctly diagnosed and scheduled.

· Manage Call Centre mailboxes , ensuring mailboxes are kept clear and correct actions

take place.

· Support Customer Solutions Advisors with escalations and repair enquiries.

· Direct line Management of the Customer Solutions team.

· Monthly team meetings and one-to-ones.

· Weekly rota and ensuring cover for all shifts.

· Escalation of required calls.

· Monthly call audits and scoring for all team members.

· KPI reporting and monitoring of statistics.

· Monthly and weekly reporting (both internal and for client meetings)

· Responsible for the live monitor

· Ongoing review of productivity and processes

· Ongoing service improvement reviews/opportunities

· Regular monitoring of trends

· Relationship Management between the CEX and operational teams

· Monthly learning lessons reviews

· Attendance of resident meetings/board as and when required

· Working closely with the resident teams based on each client contract

· Attend monthly meetings with the client

· Ensure the team are updated at all times of any changes etc

· Maintain professional relations with the client teams

· Understand the contractual and commercial side of the business (budgets, coding and job allocations)

· Attend new bid interviews if required

· Part of the mobilisation team of new contracts

This role would suit someone with previous experience managing a call centre particularly within Housing.

Abbie Hamilton Recruitment Consultant

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