The Head of Customer Services will be responsible for the Repairs Customer Contact Centre. The duties will also include:
1. Contributing to and implementing a service improvement plan
2. Managing other aspects of the call centres daily operation
3. Monitoring random calls to assess and improve the quality of staff performance
4. Handling and resolving complex customer complaints
5. Bringing operatives back into the office and reducing the time spent working from home
6. Setting and meeting performance targets and carrying out periodic appraisals
7. Training and supporting Team Leaders who are responsible for Customer Services Advisors
8. Tracking user feedback, key performance indices and other statistics
9. Preparing reports and making presentations to senior management and other stakeholders
10. Communicating the companys goals so that all employees understand their role
The successful candidate will have Housing/Housing Repairs customer service experience.
If you are interested in this role, please send your updated CV in the first instance.
J-18808-Ljbffr