A housing association currently requires a Customer Contact Manager to join them on a 9 month maternity cover contract. Our Customer Service Team and the Contact Centre are at the heart of our Housing Directorate, reducing customer effort by resolving enquiries at first point of contact; your task will be to oversee these teams. You will have the ability to manage and motivate a team to deliver great services that support the delivery of excellent customer services. You will work closely and collaboratively with teams across the business, promoting first contact service resolution and seeking opportunities to enhance and optimise the customer experience.
You will:
- Develop and deliver a high quality customer focused service to all residents by being the first point of contact through a variety of channels with the aim of resolving queries at the first point of contact
- Lead and manage the Contact Centre Team and Service Control.
- Work closely with a wide range of teams across the organisation, promoting the Contact Centre, seeking opportunities to improve FCSR and optimise the customer experience in line with low effort high trust principles.
- Promote and champion the customer offer, ensuring this is fluid and agile and opportunities are captured to change.
- Work closely with our planning team to deliver effective forecasting to meet customer demand.
- Champion Customer Experience across the organisation.
- Deliver sector leading performance in your area, using data and systems to maximise potential.
- Lead your team’s performance through regular one to ones, coaching, appraisals and addressing poor performance where required.
- Scope and implement campaigns to drive customer contact to digital channels.
Requirements
- Previous experience as a Customer Contact Manager.
- Housing experience is desirable.
- As a leader, you will be expected to be collaborative, empowering and engage colleagues. This will require visibility, determination as well as an open and honest approach in all that you do
- A proven ability to lead, motivate, develop amp; manage a team.
- Rounded experience working in an operational environment
- A passion and commitment to providing great customer service amp; a high performance culture
- Customer focused behaviours, with a passion for getting things right
- Inspire and lead a team to deliver high levels of customer service and operational effectiveness
- Excellent negotiating and influence skills and strong evidence of relationship building
- Be confident and assertive in dealing with challenging behaviour and situations
- Promote a problem-solving approach to new and challenging issues
- Uphold and live settle’s values with a robust commitment to diversity
Benefits
- 40-45k depending on experience.
- 27 days paid holiday
- Stakeholder pension scheme
- Life assurance
- Health Care Cash Plan