Role: Customer Services Manager
Location: Canterbury - Full time office based, CT3
Salary: £38k-£40k per annum
We have a fantastic opportunity for a Customer Service Manager, to join our team within our Responsive Maintenance Division. You will be working out of our Canterbury office, overseeing and delivering a five star customer service experience to tenants and clients on our contracts.
Key Accountabilities will include:
Overall responsibility of the contact centre and 24/7 OOH external service provided by third Party.
Ensuring that the Call centre IT suite and product is fully operational and functioning to provide the service to our customers.
Providing Training and mentoring to new and existing staff, working with other departments to ensure a full end to end process is delivered in the most effective way and calls received are correctly diagnosed and scheduled.
Manage Call Centre mailboxes, ensuring mailboxes are kept clear and correct actions take place.
Support Customer Solutions Advisors with escalations and repair enquiries.
Direct line Management of the Customer Solutions team.
Monthly team meetings and one-to-ones.
Weekly rota and ensuring cover for all shifts.
Escalation of required calls.
Monthly call audits and scoring for all team members.
KPI reporting and monitoring of statistics.
Monthly and weekly reporting (both internal and for client meetings)
Responsible for the live monitor · Ongoing review of producti...