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Customer Services Manager
 
Title: Customer Services Manager
Category: Construction
Job type: Permanent
Job status: Full Time
Salary: £35,238.00 - £41,231.00
Salary per: annum
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Description:
We are a large award-winning organisation based in the heart of Peterborough; not only are we the leading Housing organisation in Peterborough, we are also the city's largest provider of independent living, dedicated to improving our communities by providing a range of services including our Lifeline Emergency Alarm system, Community Care Service, Local Community Initiatives, Sheltered Housing schemes and Extracare facilities.

Our Customer Service team are dedicated and passionate professionals who are the face and voice of our company ensuring the very best in service delivery to all of our customers.

We are now searching for an experienced and dedicated Customer Services Manager who can lead and develop this team and customer service operation ensuring we continue to be the very best in providing excellence in service.

Previous experience within a similar role, managing a successful and productive team and knowledge of call statistics, data analysis and report writing is paramount to this role.

Core Responsibilities:

Champion consistent and excellent customer-facing operations across the operational teams, seeking opportunities to share your knowledge and insights of the customer experience across the wider organisation. Investigate opportunities to use various methods of customer contact (in person, via the phone, email, webchat, social media etc) and keep communication channels under constant review in order to recommend improvements/new ways of working. Lead, manage and coach the team developing a culture that encourages self-management and responsibility. The team includes a Manager, 2 Team Leaders and 15-21 front line Customer Services/Sales Advisers including CKH Central based in the town centre. Deliver a continuous improvement approach to the customer relationship. Embed ‘first contact’ resolution wherever possible, empowering customer services teams to resolve customer needs. Develop customer feedback mechanisms and implement customer satisfaction/advocacy measurements via a range of different channels. Actively engage team members in monitoring and reviewing customer feedback. Build effective relationships with internal and external stakeholders/agencies across the range of services supported within Cross Keys Homes Monitor compliance within the customer services function and ensure that any breaches are correctly documented and appropriate action is taken to prevent further breaches. Preparing the department budget on an annual basis and managing this day to day whilst ensuring that we are providing value for money and actively seek out cost saving opportunities. Review and manage customer relationship MI, feeding back to the organisation on customer relationship metrics and productivity/efficiency levels within the team. Ensure that all policies and processes within Operations are customer led and that the team are trained in their delivery. Dealing with all escalated queries to a satisfactory outcome Requirements

To be considered for this exciting opportunity you will have the following:

Knowledge and experience;

Have proven capabilities in leading a customer service team to deliver excellent service in a fast paced and professional environment.Good knowledge of using computer based ICT applications including Microsoft Word, Excel, PowerPoint and Outlook. Demonstrative experience of driving and measuring performance improvements Extensive knowledge of managing customer communications via a range of media, keeping pace with upgrades/changes to service delivery and technology Extensive knowledge of working with and implementing Workflow and CRMs Experience of designing strategy and business plans and then translating them for implementation Proven people management skills leading the team with enthusiasm and a ‘can do’ attitude, always striving for better Experience of implementing an audit process from start to finish, understanding how to analyse data to keep improving the service delivered Experience of analysing and reporting on complaints and using data to drive service improvement Excellent report writing and analytical skills Knowledge of the Data Protection Act, GDPR and customer confidentiality Experience of leading and managing change programmes Skills & Abilities:

Ability to organise, supervise and support Team Leaders delivering the operational elements and day to day front line service. Proactively encourage staff to learn and develop through effective coaching Excellent communication and negotiation skills Able to present and prepare reports confidently and professionally for a Senior/Director level audience Able to manage multiple projects involving a range of stakeholders A full UK driving license and access to a vehicle for business use Benefits

Competitive salary of £35,238 - 41,231 Highly competitive contributory pension scheme 25 days holiday (minus 3 for Christmas closure) with Annual Increments plus Bank Holidays Excellent Learning and Development opportunities On site car park
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