Customer Service Centre Manager

Customer Service Centre Manager

Hemel Hempstead, Hertfordshire (Hybrid/Smart Working)

Salary £43,100 Per Annum Plus Benefits

9-10 Month Fixed Term Contract

Full Time, 37 hours per week (Monday - Friday, Flexibility Negotiable)

Are you passionate about delivering exceptional customer service and ready to lead a dynamic team? Thrive is looking for a dedicated Customer Service Centre Manager to oversee our customer service operations across various contact channels (digital services, email, text, phone, and written correspondence). If you excel in managing teams and driving customer satisfaction, we want to hear from you!

Thrive is proud to deliver flexibility for employees to work in a manner that suits their wants/needs best. Our SMART working policy allows individuals to take full control of their productivity by offering a choice between working at home or from Thrive's state-of-the-art offices.

Other Responsibilities:

• Train and mentor customer service staff, developing their knowledge to ensure cross functional support and addressing peaks in activity.
• Develop and implement customer service policies and procedures.
• Ensure issues are resolved at first contact, service requests are correctly raised, and complaints are identified and handled efficiently.
• Manage customer expectations in line with Thrive’s Service Offer and policies.
• Continuously improve customer service to ensure first contact resolution.
• Monitor and report on customer service performance metrics, including contact centre service targets and turnaround times.
• Conduct quality assurance checks to highlight trends and identify performance and service improvements.
• Handle data analysis and the collation and input of key reports on a monthly and quarterly basis on contact performance and call quality checks.
• Escalate ongoing issues to relevant business functions and collaborate across the team and business to resolve issues.
• Collaborate with other departments to improve overall customer experience.
• Manage contracts for the out-of-hours call centre and telephony provider.
• Monitor the customer portal’s performance to ensure optimal functionality and user experience.

Requirements:

• Passionate about providing a great customer experience.
• Demonstrable experience in leading and managing a customer service team.
• Proven ability to train and mentor staff, ensuring cross-functional support.
• Proficiency in monitoring and reporting on customer service performance metrics.
• Strong track record of delivering exceptional customer service across multiple channels (digital, email, text, phone, written).
• Experience in managing contracts with external service providers.

Benefits:

Thrive’s Top 10!

• Annual Leave - 25 days per year increasing by length of service (up to 30 days).
• Buy or sell annual leave
• Generous family friendly provision
• Pension - Thrive Homes will pay double your contribution (up to 10%).
• Discretionary Bonus
• Life assurance - a payment of 3x your salary
• Health Cash Plan - facility to claim cashback for dental, optical and physiotherapy costs, alongside wellness services.
• Virtual GP Service (available 24/7)
• Wellbeing reward scheme (earn vouchers through a health app)
• A range of engagement activities aimed at building team morale, supporting both physical and mental health, and celebrating all things that make us different!

All roles at Thrive are subject to a basic DBS check.

Applications accepted until*: Monday 4th November 2024

Interview dates: Tuesday 29th October 2024 & Friday 1st November 2024 (other dates to be confirmed)

*Please note: This advert may close earlier depending on the number of applications received. Apply soon to avoid disappointment!

Thrive’s Approach

Thrive is an exciting place to work. We challenge ourselves and others to deliver results and think differently. We share positive experiences and messages, with trust and respect at the core of every relationship. Our leaders adopt a coaching and mentoring approach - enabling and empowering others to deliver. We embrace change and encourage a strong focus on positive outcomes. We value agile working arrangements from our offices in Apsley, Hertfordshire and we pride ourselves on looking after our colleagues by offering progressive careers and a full range of modern benefits, as we continue to grow as an organisation and aim to attract the very best people.

Thrive homes are committed to fostering, cultivating, and preserving a culture of diversity, equity, and inclusion. This commitment is at the core of our understanding the importance of different voices, experiences, perspectives and backgrounds. We actively encourage all applicants that are suitable for the role, from diverse career paths and backgrounds and from all sections of the community.

As committed members of Inclusive Employers and a Disability Confident Committed employer, we remain steadfast to a fair recruitment process. If you have any accessibility needs and require reasonable adjustment, please contact us.