About the Role
* Position: Customer Services Manager
* Location: Homeworking 3 days in office and 2 days at home
* Hours: Full time, 37 hours a week, Monday – Friday
* Contract: Fixed Term for 9 months – could be extended
Responsibilities
* Review and enhance customer service processes.
* Monitor performance and complaints data to identify and address service failures.
* Manage the Customer Services Team and ensure high customer satisfaction.
* Team Management: Develop and manage the Customer Services team to ensure high levels of performance and customer satisfaction.
* Process Improvement: Review and enhance customer service processes to align with good practices and meet legal and regulatory requirements.
* Change Management: Successfully manage change within the customer services team.
* Performance Monitoring: Monitor performance and complaints data to identify and address service failures.
* Collaboration: Work closely with the Scheduling team and other departments to ensure efficient service delivery.
* Policy Development: Develop processes and policies involving residents in decisions affecting their services.
* Training: Ensure the customer services team is well-trained to provide excellent service.
Required Skills and Experience
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