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My client is seeking a Head of Customer Service to lead on customer services for the council's housing service and develop joint working relationships between all teams delivering a customer service in Growth & Place.
Duties Includes:
- 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
If you have previous experience in these areas and keen to develop your knowledge further this is a perfect team for you. Management that are willing to help all case managers be the best they can possibly along with a strong hour rate.
