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Responsibilities
- 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 in accordance with Enfield Council policies and procedures.
- 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
Requirements
- Experience working in a housing association or council
- Experience of managing projects
- Experience of complaint services, ensuring root cause analysis and learning from complaints
- Housing repairs and customer service experience is essential for this position
Contract
- Initial 3 to 6 month ongoing contract with the opportunity to extend
- PAYE via Umbrella
- Inside IR35
- Monday to Friday 9am to 5pm
If you are interested in this position AND meet the requirements, APPLY NOW!
