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