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Service Manager (Customer Operations)

Job Title: Service Manager (Customer Operations)
Contract Type: Permanent
Location: Gateshead, Tyne and Wear
Salary: £47665 - £50800 per annum + 18.9% Pension, generous annual leave
REF: SMCOGHC0622_1655468667
Contact Name: Abigail Lincoln
Contact Email:
Job Published: about 2 months ago

Job Description

I am looking to appoint a Service Manager (Customer Operations) to join a leading team in the public sector.

Based in Gateshead, you will be working as a Service Manager (Customer Operations) and will lead partners and operational delivery teams to provide an outstanding customer focused maintenance and repairs service. You will lead, motivate, and develop teams and resources to ensure value for money whilst providing maximum customer satisfaction. Your duties will include reviewing performance data, develop systems, processes, guidance, and training, lead on the scheduling of repair works, and work with customer groups and partners to develop and deliver service improvements.

This is a senior role overseeing the management of the customer service /contact centre function of the repairs and maintenance team. The successful candidate will be managing a front line service, who will deal with challenging and difficult customers, and will set the tone for a non conflict approach to resolution.

The team will take calls from tenants, public buildings, schools, care homes and needs to triage and repairs or maintenance work. This will be passed to a scheduler who will confirm the work.

The successful candidate will have a clear view on how to successfully run the customer service function, which supports over 6000 people.

A number of data analysts will also report into this SM, therefore the appointed candidate must be able to demonstrate an ability to interpret data and make strong decisions

This service are also responsible for the completion of technical audits.

The right candidate will also have:

  • Degree or relevant experience
  • Full driving licence or access to mobility support
  • Previous relevant experience

If interested, please apply within or call Abigail on 0191 814 1360 / 07912274473.