Head of Housing Repairs Customer Services (Hybrid) needed in Hammersmith, £450 per day - Reference: 005313
The Head of Customer Services will be responsible for the Repairs Customer Contact Centre, the duties will also be:
• Contributing to and implementing a service improvement plan
• Managing other aspects of the call centre’s daily operation
• Monitoring random calls to assess and improve the quality of staff performance
• Handling and resolving complex customer complaints
• Bringing operatives back into the office and reducing the time spent working from home
• Setting and meeting performance targets and carrying out periodic appraisals
• Training and supporting Team Leaders who are responsible for Customer services advisors
• Tracking user feedback, key performance indices and other statistics
• Preparing reports and making presentations to senior management and other stakeholders
• Communicating the company’s goals so that all employees understand their role
You will ideally have knowledge and experience in housing and ideally housing repairs.
This is hybrid working with an expectation of being office based in hammersmith at a minimum of 3 days per week and more days at the start to build relationships, induction and understanding of the service.
This is a Full time role on a temporary contract basis.
If you are interested in the role please apply on our website with your CV, alternatively you can email your CV to katie@essentialemploy.co.uk quoting the reference number.
Essential Employment is acting as an Employment Business in relation to this vacancy. Essential Employment is an Equal Opportunities Employer.
All our roles may be subject to pre-employment checks including references so please be prepared.
Due to high volumes of CVs received we are not able to respond to all unsuccessful applications. You will always however hear from us by phone if we are able to take your CV forward to the next stage.
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