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.