Back to search
About the Role
- Position: Customer Services Manager
- Location: Homeworking 3 days in office and 2 days at home
- Hours: Full time, 37 hours a week, Monday – Friday
- Contract: Fixed Term for 9 months – could be extended
Responsibilities
- Review and enhance customer service processes.
- Monitor performance and complaints data to identify and address service failures.
- Manage the Customer Services Team and ensure high customer satisfaction.
- Team Management: Develop and manage the Customer Services team to ensure high levels of performance and customer satisfaction.
- Process Improvement: Review and enhance customer service processes to align with good practices and meet legal and regulatory requirements.
- Change Management: Successfully manage change within the customer services team.
- Performance Monitoring: Monitor performance and complaints data to identify and address service failures.
- Collaboration: Work closely with the Scheduling team and other departments to ensure efficient service delivery.
- Policy Development: Develop processes and policies involving residents in decisions affecting their services.
- Training: Ensure the customer services team is well-trained to provide excellent service.
Required Skills and Experience
- Leadership: Strong leadership and management skills to drive team performance.
- Customer Service: Experience in a customer services environment handling varied queries and customer dissatisfaction.
- Data Utilization: Ability to present and communicate performance data clearly.
- IT Proficiency: Excellent IT skills and adaptability to evolving systems.
Additional Information
- Flexibility: Willingness to work out of hours as needed.
- Continuous Learning: Keep up to date with sector developments and undertake mandatory training.
- Health and Safety: Ensure your own health and safety and that of colleagues.
- Equality, Diversity, and Inclusion: Promote these values in all activities.
- Data Protection: Comply with data protection principles, ensuring confidentiality and secure data handling.
For more information about the client or the role please do call the Norwich office of Reed and ask for Andrea Makings or Maxine Ettridge
Please also request Andrea or Maxine on Linkedin
