Customer Service Manager

1 week ago


Canterbury, Kent, United Kingdom Daniel Owen Ltd Full time
Call Centre Manager

Our company is looking for a Call Centre Manager to join our team in a permanent position. You will be responsible for overseeing the contact centre and 24/7 external service, focusing on the Social Housing/Repairs sector. This role requires managing a team, ensuring operational efficiency, providing training, handling escalations, and monitoring KPIs.

  • Overall responsibility of the contact centre and 24/7 external service provided by third party.
  • Ensuring that the Call centre IT suite and product is fully operational.
  • Providing Training and mentoring to staff.
  • Managing Call Centre mailboxes efficiently.
  • Monthly team meetings and one-to-ones.
  • Escalation of required calls and monthly call audits.
  • Reporting and monitoring of statistics for client meetings.
  • Ongoing service improvement reviews and trend monitoring.
  • Relationship Management between operational teams and clients.
  • Attendance at resident meetings/board as required.
  • Understanding contractual and commercial aspects of the business.
  • Participating in new bid interviews and mobilization of new contracts.

This role is ideal for an individual with previous experience in managing call centres, especially within the Housing sector.



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