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Customer Communications Centre Assistant Manager

1 month ago

Clapham Green, United Kingdom bpha Full time
Customer Communications Centre Assistant Manager
Bedford (Hybrid)
Circa £36,806 per annum
Permanent
Full Time (Monday - Friday, 37 hours per week)
bpha are a forward-thinking housing association, on a mission to build thriving communities where people can live happily in a home they can afford.
We work right across the Oxford to Cambridge Arc, and own or manage over 19,000 homes. As one of the top 25 Housing Association developers in the country, we remain committed to delivering high-quality affordable housing to those who need it the most.
Our Residents, shared owners and leaseholders are at the core of everything we do at bpha. With every employee playing an important part in ensuring we continue to provide them with excellent customer service and maintaining our role as a responsible landlord.
We have an exciting opportunity for an Assistant Contact Centre Manager to join our busy Customer Communications Centre on a permanent basis. In this key role you will proactively manage a team of Customer Communication Centre Advisors, trained in both general queries and/ or repairs, ensuring they deliver a great customer experience and meet targets.
What you will be doing:
*
To support the Customer Communications Centre Manager to ensure the on-going success of the department.
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To regularly review the service within the Customer Communications Centre to create efficient ways of working and deliver a great customer experience.
*
To ensure delivery of high levels of Customer satisfaction meeting the Customer Communication Centre’s objectives and KPI’s, driving first contact resolution through performance management and coaching.
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To ensure staff are kept upskilled and knowledge reflects functions of all business units across the organisation.
We’d love to meet someone with:
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Confidence and adaptability to change to meet targets and changing needs of customers.
*
Sound knowledge of Housing and responsive repairs.
*
Experience of leading large teams in a busy and demanding environment.
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A strong influencer and negotiator to help drive process changes and efficiencies.
*
Experience of managing a high and varied workload to ensure priorities are negotiated and met.
*
The ability to work independently without the need for dictated direction.
Amongst what we offer you is:
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A competitive salary of Circa £36,806
*
28 days holiday PLUS Bank Holidays
*
A generous contributory pension scheme
*
Private health care
*
Free life assurance
*
Access to an extensive suite of wellbeing services and tools including a digital gym
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Opportunities for learning and development
*
Discounted gym membership
*
Retail discount scheme
Please note the successful candidate will need to complete a basic DBS application.
Closing date: 14th June 2024
Interview date: To be confirmed
We reserve the right to close this recruitment if it is deemed that we have received a suitable number of applications. On this basis we would advise that applications are submitted as soon as possible

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