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The Head of Customer Services will be responsible for the Repairs Customer Contact Centre, the duties will also be:* Contributing to and implementing a service improvement plan* Managing other aspects of the call centre's daily operation* Monitoring random calls to assess and improve the quality of staff performance* Handling and resolving complex customer complaints* Bringing operatives back into the office and reducing the time spent working from home* Setting and meeting performance targets and carrying out periodic appraisals* Training and supporting Team Leaders who are responsible for Customer services advisors* Tracking user feedback, key performance indices and other statistics* Preparing reports and making presentations to senior management and other stakeholders* Communicating the company's goals so that all employees understand their role
The successful candidate will have HOusing/ Housing Repairs customer service experience.
If you are interested in this role please send your updated CV in the first instance.
