- Lead, manage and motivate the team to deliver high performance
- Ensure that corporate/departmental people practices are understood and implemented within your service
- Effectively manage budgets and projects within your service ensuring effective cost management and prioritisation
- Monitor and evaluate your team's performance and recommend areas for improvement based on evidence
- Coach and support staff to develop
- Recommend areas for service improvement based on relevant data and information
- Communicate effectively with elected members and other partners/stakeholders
- Collaborate constructively with partner organisations and other stakeholders including internal services and colleagues
- Build a culture of trust in your team
As the Repairs Customer Service Manager, you will:
- Lead the housing resolution customer support team, available to provide back-office administration, first tier escalation, inbox management and support with complaints and members enquiries
- Provide leadership, support and motivation the team to ensure that all staff are recruited, trained, managed, appraised and developed effectively inaccordance with Enfield Council policies andprocedures.
- Provide operational leadership of the Customer Service Team, designing operational plans to translate the strategic objectives set into tangible operational outcomes and service improvements.
- Develop the online and digital offer for repairs
- Embed a customer focused approach to continuous service improvement and respond creatively to the needs and aspirations of residents. Promote and encourage resident involvement. Review customer feedback and complaints regularly and use these to improve the service.
- Carry out and co-ordinate all financial, administrative, performance management, quality assurance and recording tasks in relation to this role and maintain detailed, accurate records of all activities in accordance with legislation and policies and procedures
Essential:
- Ability to engage, coach and motivate teams and set clear targets and expectations
- Evidence of high levels of customer service and satisfaction
- Experience of successfully managing performance and providing clear constructive feedback
- Experience of successfully implementing plans and projects to time and budget
- Ability to effectively plan and manage budgets and resources
- Demonstrates a good understanding of the political structure and role of elected members
- Ability to work collaboratively both with own service and across other services
- As a regular and intrinsic part of this role required you to speak to members of the public in English, the ability to converse at ease, politely and courteously with customers and provide advice in accurate spoken English is essential and consistent with the requirements of this role
- Significant experience of running a high performing multi-channel housing call centre
- Experience in designing and implementing sustainable change and improvement programmes aimed at trade-based operatives that drive engagement and empowerment
- Experience of and understanding of the importance of involving residents in management decisions and service delivery
- Experience of complaint services, ensuring root cause analysis and learning from complaints
- Experience of exploiting technology to deliver enhancements in the customer experience
Experience of working in face-paced environment, with many competing priorities