Jun
5
Customer Service Manager
June 5, 2024 | Comments Off on Customer Service Manager
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.