My client is seeking a Head of Customer Service to lead on customer services for the council's housing service and develop joint working relationships between all teams delivering a customer service in Growth & Place.
Duties Includes :
* 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
If you have previous experience in these areas and keen to develop your knowledge further this is a perfect team for you. Management that are willing to help all case managers be the best they can possibly along with a strong hour rate.