Customer Service Manager

The role:-

1) Managing a team of 9 Customer Services Officers who each manage a patch of approximately 450 properties and answer telephone calls (and emails) from tenants and landlords regarding REPAIRS to their property

2) Ensuring that the CSOs log the required repair on our repairs database, liaise with landlords, pass the repair job to an in-house/external contractor, also ensuring that the job is completed within the priority timescales.

3) Managing in-house Maintenance Operatives and ensuring that repair and void jobs allocated to in-house Maintenance Operatives and sub-contractors are completed in a timely fashion and to the desired cost and quality

4) Managing Schedulers/Planners

Essential Requirements

1) Team/Service Manager with over 1 years day time, customer satisfaction surveys, admin, repairs and maintenance contact centre experience at Team/Service Manager level.
2) Demonstrable ability and experience of working in a multi disciplinary contact centre environment, ideally managing maintenance and repairs calls (inbound and outbound).
3) Demonstrable experience of using contact centre resourcing tools/software to resource multi or single site teams, in line with budgets and business objectives.
4) Demonstrable experience of working with customers directly, either at account or operational level.
5) Excellent verbal communication, prioritisation and organisational skills.
6) Excellent knowledge of property repairs/maintenance
7) Strong management competencies’.

Key competencies

1) Dealing with people:-

a) Establishing focus
b) Motivational support
c) Fostering team work
d) Empowering others
e) Managing change
f) Developing others
g) Attention to communication (Oral and written)
h) Interpersonal awareness
i) Customer orientation
j) Developing customer relationships

2) Dealing with the business:-

a) Information/diagnostic gathering
b) Analytical thinking
c) Forward thinking
d) Conceptual thinking
e) Strategic thinking
f) Technical expertise
g) Financial awareness and application
h) Results orientation
i) Thoroughness
j) Decisiveness

3) Self management competences:-

a) Self confidence/belief
b) Stress management
c) Personal creditability
d) Flexibility