Contact Centre Manager – Social Housing
Full job description
Core Atlantic Recruitment
Salary: £21.6 – £22.8 per hour
A Social Housing Contractor that has been established for well over 30 years is looking for a Contact Centre Manager for their office in Houghton Regis.
As a Contact Centre Manager you will be in charge of:
Technical Service Advisors x 8
Admin x 6
Planners x 5
Supervisors x 2
To regularly communicate with the operational teams, subcontrcators and residents, ensuring that targets are met.
To ensure that customers and clients receive prompt repairs completed and queries are dealt with in the correct manner.
To understand the different arms within Aldwyck and work with different colleagues in order to provide an effective service and to understand how the different teams co-ordinate with repairs to their residents.
To deal with enquiries from customers who are angry or distressed and that warrant senior intervention and resolution.
To investigate and reply to customer complaints as they request.
To ensure that customer satisfaction data is collected as planned, and actioned accordingly through telephone surveys.
To measure responsiveness to incoming calls for the Technical service Team by completing regular call assessments.
To set and monitor performance targets for the team to meet the needs of our customers, regulators and business plan objectives.
To work closely with all Managers within the Housing and Support services, to manage their repair experience.
To manage and develop resources to achieve optimum levels of performance, efficiency and effectiveness.
To recruit, train and develop staff to ensure that they are the best that they can be.
To deliver value for money on behalf of the Housing Association.
To work closely with the Operational Manager to deliver a service that is efficient and operatives are working within the standards set by Connect.
To line manage staff members ensuring that:
? performance objectives are set and monitored
? regular One 2 One meetings are undertaken
? workloads are planned, co-ordinated and reviewed ensuring the efficient use of resources
? performance & development reviews are undertaken
? identification of training needs are undertaken and appropriate solutions found
? regular team meetings are held
To apply for this job please visit definitejobs.co.uk.