Customer Services Manager (Call Centre, Contact Centre) FUTC53583
Are you the person to continue our clients' current journey to transform their customer contact centre to a high performing, digitally focussed service?
As a Customer Services Manager with them, you will coach and develop three team leaders to achieve effective performance management of around 20 call agents and 30 repairs operatives. This is a 12 month fixed term contract.
They will empower you with the autonomy to make positive changes to the customer experience and fully anticipate that the digital shift will mean more customers self-serve so previous experience and knowledge of this is welcomed.
You and the Repairs Manager will work together to ensure customer repairs are executed in the most effective way. You will work in conjunction with Business Transformation to own and develop measurement techniques to consistently evaluate our customers' experience. You must be capable of interpreting and analysing qualitative and quantitative data and understand customer segmentation. By owning and developing the corporate complaints procedure you will highlight areas of improvement and ensure action plans are implemented.
A core objective for our client is to provide effortless customer experiences. They want a leader who is driven to continuously improve customer services delivery in a multi-transactional call centre.
Our client is an innovative business which provides 9,000 affordable homes throughout the East Midlands. They own a social enterprise, a commercial development company and co-own a further education provider.
They provide around 6,000 homes in Derbyshire and Nottinghamshire and around 3,000 homes in Northamptonshire. Their ambitious business plan includes the development of more than 1,000 homes for rent, sale, shared ownership and private-market rent.
Not only that, but they provide excellent housing and support services for customers and the local community.
Closing date for applications: Monday 18th September
This is a Blue Octopus Recruitment Ltd vacancy who are operating as an employment agency. Once you have clicked to apply for this vacancy, we will then send you more information on the role including a copy of the application form via email.