Customer Service Manager Hertford £35-40k / £16-£19ph PAYE (Depending on skill set & experience) Temporary to Permanent
The Client My Client is one the UK's leading providers of planned and responsive maintenance services in the Social Housing sector, maintaining more than 500,000 properties Nationwide. They are looking to recruit an experienced Customer Service Manager to work from their busy offices in Hertford.
The Role The main purpose of the role will be to manage a Contact Centre team working on a Social Housing Reactive Maintenance contract and ensure service delivery meets with the principles of the Customer Service Strategy.
Duties: To develop and motivate a team of customer service staff To maintain an environment where staff are committed to high standards of customer To assist in the provision of overall leadership and direction for the Contact Centre staff. Ensure employees are well informed and supported including identifying training needs Delivering training and coaching to Customer Service Advisors as required. To maintain and exceed customer service standards To achieve agreed Key Performance Indicators (KPIs) to maximise performance. To report on performance and ensure policies are procedures are adhered to. To provide control over quality and quantity of Contact Centre activities through regular monitoring and measurement Ensure service delivery in the contact centre meets with the principles of the Customer Service Strategy. Ensure that customer service delivery is continuously improved Support operational leads to ensure that productivity of direct labour and supply chain is maximised to full potential Implement and manage a robust customer feedback To develop systems and processes to enable customer enquiries to be dealt with at first point of contact Develop and maintain close working between the Contact Centre, internal teams and main contractors Liaising with all service areas to act as an intermediary for customers To accept and case manage on behalf of our Customer Service Advisors, difficult customer situations that have been escalated to them
Skills: Knowledge of Social Housing Contracts Previous employment in a Customer Service Manager role Extremely organised with excellent people management and interpersonal skills An analytical approach to problem solving Clear communication skills
Benefits £35-40k / £16-19ph PAYE Temporary to permanent position The opportunity of working with one of the UK's leading Social Housing Contractors.
This is a temporary to permanent position and application is by CV only. If you are interested in this Customer Service Manager role, please forward your CV to debbie.stilwell