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
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