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Customer Care Manager

Ref No: VAC-308081_1528811373

Discipline: Customer Care Manager

Location: Kent

Industry: Call Centre and Customer Service

Type: Contract

Working Hours: Full-Time

Salary: Up to £25869.81 per annum + Company Vehicle

Start Date: ASAP

We are looking to recruit a temporary to permanent Customer Care Manager for a Social Housing Contract based in Dartford, DA2. Our Client is a National Social Housing Contractor looking for a reliable and experienced Customer Care Manager for their busy office in Dartford.

The Client is ultimately a Contractor who looks after several different Social Housing contracts from their offices such as Reactive Maintenance, Planned and Cyclical works etc. for council properties. You will be based from their offices in Dartford, however, you will be called upon to visit other area offices on an ad hoc basis or on occasions to attend training, meetings or provide cover for other offices.

Reporting to the Branch Manager - your key objective is to manage the delivery of Customer & Community Services for an individual branch putting the customer at the heart of everything you do; ensuring you meet the needs of the business, their clients and their customers.

Principal Accountabilities:

To successfully deliver customer performance in line with agreed KPI's
To successfully deliver against the Group Customer Contact & Escalation processes
To successfully deliver and embed the Clients Customer Service Standard
To successfully embed a customer focused culture
To successfully deliver against the Groups framework for community engagement
To successfully deliver customer experience training to all staff, operatives and subcontractors, and ensure all new starters receive a customer & community induction
To develop and maintain strong links with the client, local community & related associations, governing bodies or third parties
To successfully develop a high performing Customer & Community team

Key Tasks

To deal with all 1st/2nd level escalation for customer complaints and issues (as appropriate)
To investigate, resolve and report complaints and issues
Report in an accurate and timely manner all customer satisfaction KPI's in accordance with reporting dates calendar. (100% compliance)
To work with all staff within branch to deliver and embed the Clients Customer Service Standard, achieving 90% Customer satisfaction
To develop contacts within the community in order to bring potential community & environmental projects to the Branch Manager for coordination and development, in line with current policy
Deliver customer care policies and procedures throughout the branch and ensure general compliance
To act as a customer champion and role model who is an ambassador for the Clients brand
Listen to the Customer and pro-actively shape the customer services offer to meet and exceed expectation
Assist with the recruitment for other customer care staff within the branch. To train, monitor, motivate and appraise all customer care staff in branch
Coordinate all customer complaints for the branch, reporting as required to the Branch Manager/Partnership Manager
Monitor branch compensation expenditure
To be the main contact for the branch with regard to all Social Value & PR activities, assisting in organising and promoting branch contact with Client and tenant groups
To deliver the agreed Social Value policies on a local branch level
To work with the Group Customer Strategy & Delivery Manager to implement 'best practice' ways of working and coordinate initiatives as they come into the branch
Deliver Customer Care training to all staff, including operatives, subcontractors and office-based staff. Document all training and cascade information the relevant parties.IT
Be pro-active with regard to building relationships with the client, working with the Branch Manager
Monitor the day-to-day delivery of all services to client, tenants and tenant groups
Visit area housing offices regularly, and attend all client and tenant group meetings as required
Report on branch activity in line with current policy
To comply with all HR policies and procedures in relation to managing the customer care team. Monitor and report on all holidays and sickness, authorized and unauthorized absences.
To ensure full cover during holidays, sickness etc. by standing in for staff during these absences
To comply with all Health & Safety procedures.

Skills & Knowledge

You have a strong customer ethos, with heightened sense of empathy
You have presentation skills
You are self-motivated and able to work on own initiative
You have experience and knowledge
You have line management skills
You are able to develop self and others
You have good time management, planning & organisational skills
You have good attention to detail & analytical skills
You have good written, verbal, questioning & interpersonal skills
You work & behave positively, proactively & constructively
You are decisive yet recognise own limits

Experience

You have a full driving licence (Clean)
1 year plus working as a line manager within a customer service environment, preferably within the Social Housing sector
You are educated to a high standard
Experience of working with computerised systems
Experience of building effective relationships at all levels
Experience of developing and delivering service improvements
Experience of managing complex situations
Experience of partnership/alliance/collaborative working
Experience of handling multiple tasks in a high volume, rapidly changing environment

In return, the Client is offering an annual salary of £25,869.81 plus a company vehicle and the opportunity of working for one of the top Social Housing contractors. Whilst you are working on a temporary basis the hourly rate will be £12.00.

If you are interested in this Customer Care Manager position, please forward your CV to Debbie Stilwell at Bromak Recruitment, e-mail address debbie.stilwell@bromak.com

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