Customer Communications Centre Assistant Manager
Bedford (Hybrid)
£36,806 per annum
Permanent
Full Time (Monday - Friday, 37 hours per week)
We have an exciting opportunity for an Assistant Contact Centre Manager to join our busy Customer Communications Centre on a permanent full-time basis. In this key role, you will proactively manage a team of Customer Communication Centre Advisors, trained in both general queries and/or repairs, ensuring they deliver a great customer experience and meet targets.
What you will be doing:
- Supporting the Customer Communications Centre Manager to ensure the on-going success of the department.
- Responsible for regularly reviewing the service within the Customer Communications Centre to create efficient ways of working and deliver a great customer experience.
- Ensuring delivery of high levels of customer satisfaction to meet the Customer Communication Centre's objectives and KPI's by driving first contact resolution through performance management and coaching.
- Ensuring staff are kept upskilled and knowledge reflects functions of all business units across the organisation.
We'd love to meet someone with:
- Confidence and adaptability to change to meet targets and the changing needs of customers.
- Sound knowledge of Housing and responsive repairs.
- Experience of leading large teams in a busy and demanding environment.
- A strong influencer and negotiator to help drive process changes and efficiencies.
- Experience of managing a high and varied workload to ensure priorities are negotiated and met.
- The ability to work independently without the need for dictated direction.
Amongst what we offer you is:
- A competitive salary
- 28 days holiday PLUS Bank Holidays
- A generous contributory pension scheme
- Private health care
- Free life assurance
- Access to an extensive suite of wellbeing services and tools including a digital gym
- Opportunities for learning and development
- Discounted gym membership
- Retail discount scheme
Please note the successful candidate will need to complete a basic DBS application.
Closing date: 1st November 2024
Interview date: To be confirmed
We reserve the right to close this recruitment if it is deemed that we have received a suitable number of applications. On this basis we would advise that applications are submitted as soon as possible.