- Permanent role- 3 days in the office per week
- Peterborough based
- £62,800 plus a strong benefits package
- Peterborough
- Hybrid working- 3 days pw in the office
- £62,800 plus a strong benefits package
- Recruit, manage and lead the contact centre team and ensure the team structure of that team operates effectively
- Record all repairs and log them in the system so they can be assigned as quickly as possible
- Work closely with and build relationships with the maintenance contractors to ensure issues are resolved quickly for the customers
- Drive efficient and effective communications in the contact centre to ensure KPIs are hit and the customers are satisfied.
- Make sure you and the team have had the necessary training to operate as effectively as possible in this role
- Make sure the team deliver high levels of customer service to customers
- Work close with the repairs team to ensure the repairs are prioritised effectively and the slots are booked as efficiently as possible
- Provide statistical and performance data to the wider teams so that you can review and make corrections when necessary
- Regularly seek customer feedback to ensure continued improvement of delivery
- Make sure any cases where the customer is not satisfied are dealt with as quickly as possible
- Work closely with wider teams in the contact centre
- Previous experience managing a repairs focused contact centre
- Knowledge of the housing sector
- Strong project management skills
- Able to build and manage a team of customer contact specialists
- Extensive contact centre experience
- Strong customer experience
- Financial and budge awareness
- Able to work with stakeholders at all levels both internal and external to the business
- Able to work closely with customers and understand their expectations
- Awareness of IT and telephone systems
- Results driven with a keen sense of what the customer needs
- £62,800
- 28 days holiday
- 1 day extra holiday for every year you work. Up to 33 days
- Able to purchase 2 additional weeks off
- Strong pension scheme
- Life insurance
- Online GP
- Discounted eye tests
- Days off to volunteer
- Employee wellbeing app