HEAD OF CUSTOMER CONTACT- REPAIRS
- Peterborough
- Hybrid working- 3 days pw in the office
- £62,800 plus a strong benefits package
One of the UKs leading housing providers is looking to recruit a Head of Customer Contact to lead the division for all repairs related customer queries. You will manage and structure the team to record and repair related calls from customers and resolve them as effectively as possible.
Experience managing a customer contact team is essential. As is having experience working in a repairs focused department
Key Responsibilities:
- Recruit, manage and lead the contact centre team and ensure the team structure of that team operates effectively
- Record all repairs and log them in the system so they can be assigned as quickly as possible
- Work closely with and build relationships with the maintenance contractors to ensure issues are resolved quickly for the customers
- Drive efficient and effective communications in the contact centre to ensure KPIs are hit and the customers are satisfied.
- Make sure you and the team have had the necessary training to operate as effectively as possible in this role
- Make sure the team deliver high levels of customer service to customers
- Work close with the repairs team to ensure the repairs are prioritised effectively and the slots are booked as efficiently as possible
- Provide statistical and performance data to the wider teams so that you can review and make corrections when necessary
- Regularly seek customer feedback to ensure continued improvement of delivery
- Make sure any cases where the customer is not satisfied are dealt with as quickly as possible
- Work closely with wider teams in the contact centre
Experience Required:
- Previous experience managing a repairs focused contact centre
- Knowledge of the housing sector
- Strong project management skills
- Able to build and manage a team of customer contact specialists
- Extensive contact centre experience
- Strong customer experience
- Financial and budge awareness
- Able to work with stakeholders at all levels both internal and external to the business
- Able to work closely with customers and understand their expectations
- Awareness of IT and telephone systems
- Results driven with a keen sense of what the customer needs
Salary:
- £62,800
- 28 days holiday
- 1 day extra holiday for every year you work. Up to 33 days
- Able to purchase 2 additional weeks off
- Strong pension scheme
- Life insurance
- Online GP
- Discounted eye tests
- Days off to volunteer
- Employee wellbeing app
