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Head of Customer Operations

3 months ago

Coven Heath, United Kingdom Bromford Full time
Please note new closing date: 1700 hours Friday 16 August 2024*
Lead the Future of Customer Contact at Bromford
Everything we do at Bromford comes from a desire to enable people to thrive. It’s why we provide over 47,000 homes. It’s why we genuinely care about over 112,000 customers. It’s why we’re committed to building 11,000 new homes by 2032. We don’t just provide housing, we build communities, help people feel safe and develop customer relationships that support ambition and aspiration.
As Bromford’s new Head of Customer Operations, you will play an integral part in ensuring our customers thrive by leading our Customer Contact Centre and ensuring exceptional service across all channels. You will drive a customer-obsessed culture, manage operational KPIs, and implement innovative solutions to optimize efficiency and effectiveness. Our customer advocacy rating last year was 91%, our highest level for five years, but we believe we can do more.
Key Responsibilities
* Lead and develop the contact centre team.
* Manage inbound/outbound contact, resource planning, and out-of-hours service.
* Ensure high standards across customer journeys and operational KPIs.
* Strategize and implement digital multi/omni-channel solutions.
* Collaborate with stakeholders to enhance service delivery.
* Manage risks and budgets, ensuring compliance with sector regulations.
What we are looking for:
You will have proven leadership experience in customer contact delivery within medium to large organisations, showcasing a strong track record in coaching and developing teams. You will possess the ability to thrive in fast-paced, dynamic environments and use data-driven insights to inform intelligent decision-making.
Excellent communication and relationship-building skills are essential, along with the capability to manage risks and budgets effectively. You will be able to demonstrate flexibility, adaptability, and a proactive approach to achieving strategic objectives.
Experience in the housing sector and relevant qualifications are desirable, but not essential.
This role offers a roaming contract, providing the flexibility to work across various locations while being primarily based at out Wolverhampton office. The nature of this position requires a presence in the office 3-4 days a week, ensuring close collaboration with the team and effective management of operations.
To be considered for this exciting role, please submit your application by 1700 hours Friday 16 August 2024.
We look forward to learning how your unique skills and experience can contribute to our team and help us continue to provide exceptional service to our customers.
If you're bold, authentic, honest, and brilliant, you belong at Bromford