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We are seeking a proactive and dedicated Customer Resolution Centre Manager for a well-established housing association in Manchester. The ideal candidate will efficiently manage customer service and planning operations, ensuring high levels of customer satisfaction. Client Details Our client is a prominent Housing Association with a contact centre around 35 seats. They are based in Manchester and are known for their unwavering commitment to making a positive impact in the community. Description This 6 month interim role is a hands on role covering both customer care and repairs scheduling, you'll be working to support day to day activities whilst managing improvement projects surrounding, customer, software and culture. Manage and oversee the customer service department to ensure efficient operations. Be a point of escalations for any service complaints. Manage an established scheduling and planning function. Work with internal stakeholders to represent the contact centre operation. Manage 3rd party relationships with outsourcers. Report KPIs / SLA's regularly. Develop and implement strategies aimed at improving customer satisfaction levels. Handle complex customer complaints and queries, providing effective solutions. Conduct performance evaluations and provide constructive feedback to the team. Coordinate with other departments to ensure a seamless customer experience. Monitor and analyse customer service metrics and prepare reports. Implement customer service training programs for the team. Stay updated with latest industry trends and customer service best practices. Profile A successful Customer Resolution Centre Manager should have: Be a successful customer service leader working in a repairs & maintenance contact centre (Housing, Utilities, Product Warranties or similar) Proven experience in managing customer service teams and managing managers. Excellent system abilities and able to lead teams focused on system improvements. Available to start a new assignment in June 2024. Exceptional communication and leadership skills. Strong problem-solving abilities and customer focus. Proficiency in customer service software and databases. Job Offer An annual salary range of £53,500 - £56,000. Agile working opportunities. Free parking A fixed-term contract with potential to become permanent. A chance to work in a rewarding not-for-profit environment. An inclusive and supportive company culture. We encourage all eligible candidates to apply for this exciting opportunity to contribute to a worthy cause while advancing their career in the not-for-profit sector.