Head of Customer Contact Centre

2 months ago


Ashington, Northumberland, United Kingdom Bernicia Full time

Are you a customer centric leader with a proven track record of high performance delivery of customer experience and complaints across digital and telephony channels?

If so, then our Head of Customer Contact Centre post is for you.

Location: Durham or Ashington

Contract: Permanent

Hours: 37 per week

Salary: £68,344 per annum, inclusive of car allowances and entitlements

Closing Date: 12 noon, Friday 26th July 2024

About the role:

  • We're looking for an exceptional, talented customer centric leader who is results driven with the right skills, qualities and proven track record to achieve a high-quality customer experience across all digital and telephony channels.
  • You will ensure high quality service delivery and performance of the centralised Complaints handling function relating to people, processes, systems and governance within the complaints process.
  • You will work across the business to help continually improve efficiency, right first time for customers and improve knowledge content for colleagues.
  • You'll lead, inspire and engage people to fulfil their potential and enjoy being part of Bernicia's shared vision.
  • Our contact centre is small but perfectly formed across two offices (Durham and Ashington) (27 colleagues)

About you:

You will need:

  • Excellent leadership and interpersonal skills, capable of influencing people and bringing people together and experience of managing and developing a new team
  • Experience of leading and continually developing a complaints handling function, ensuring that they work effectively with customers and internal colleagues to ensure resolution is achieved within set timescales, in line with policy, quality and the Ombudsman complaint handling code
  • Knowledge and practical experience of working to the Housing Ombudsman's complaint handling code
  • Degree or equivalent qualification in a related subject or relevant exempting experience
  • Previous experience in a Digital and telephone-based Customer Service Leadership Role & experience of delivering service improvement
  • Knowledge of social housing sector and different customer groups
  • Able to advise on business decisions based on complex information & Knowledge of identifying service improvements as a result of feedback, service failures and complaints
  • Able to understand resource planning and management information

The Benefits:

  • 28 days annual leave + bank holidays
  • Working from home opportunities; where applicable to your post.
  • Make big savings on day-to-day expenses with discounts on shopping, groceries, holidays and days out through our Bernicia Own Benefits platform
  • Generous pension scheme

About us:

  • We're all about helping people in need of housing. We believe a good home makes lots of other things possible, so we provide great homes and services that do just that.
  • We've built Bernicia to be a business that people want to be a part of. We're one of the North East's largest and most successful housing providers; building, renting, selling and managing homes as well as providing services to over 60,000 customers.
  • Everything about Bernicia is people focused, that's why we've held the Investors in People Gold Award since 2010.
  • We operate within a set of simple, but effective values, which blend perfectly to create our unique 'Bernicia Way' culture. This ensures we are customer focused, through working together, respecting each other, being accountable for our actions and demonstrating integrity and leadership.

Please note you will be required to drive for business.

You will therefore be required to hold a current and valid driving licence.

For more information regarding this role, please email (Director of Housing).

We reserve the right to close this vacancy earlier than advertised, should we receive a large volume of applications.

________________________________________________________________

The Group is fully committed to the promotion of equal opportunities and we particularly welcome applicants from groups who are currently under represented at Bernicia.



  • Ashington, Northumberland, United Kingdom Bernicia Full time

    Customer Contact AdvisorLocation: Ashington / DurhamContract: Permanent – Part Time.Hours: 33 per week.Salary: £21,772.86 per annum.Closing Date: 31st July – 5PM Are you passionate about delivering great customer service? If so, our Customer Contact Advisor post is for you About the role:An opportunity has arisen for a Customer Contact Advisor to join...


  • Ashington, Northumberland, United Kingdom Smart Recruitment Solutions Yeovil Full time

    Customer Service Specialist Automotive Sector, Competitive Salary with Benefits, Full-time Position, Driver's License Required.We are looking for a passionate and customer-focused Customer Service Specialist to become a key member of our enthusiastic team. In this position, you will deliver outstanding service to our esteemed clientele, ensuring their...


  • Ashington, Northumberland, United Kingdom Bernicia Full time

    Are you a Strategic leader that will drive forward a "Voice of the Customer" approach and use insights to deliver action and change across all channels ?If so, then our Assistant Director Customer Insight & Engagement post is for you.Location: Durham or Ashington OfficesContract: PermanentHours: 37 per weekSalary: Circa £75 - £78k per annum (dependent on...


  • Ashington, Northumberland, United Kingdom Bernicia Full time

    Bernicia Living – Housing AssistantLocation: AshingtonContract: Temporary – 10 Months / Maternity CoverHours: 37 per week (Mon-Fri)Salary: £26,305 per annum (inclusive of car allowance)Closing Date: Monday 29th July at 5PM An opportunity has arisen for a Housing Assistant to join our Bernicia Living Team based at Head Office in Ashington. About the...


  • Ashington, Northumberland, United Kingdom Bernicia Full time

    Property Management AssistantLocation: Cheviot House, Beaminster Way East, Kingston Park, NE3 2ERContract: Permanent Hours: 40 Hours Per WeekSalary: £23,861 pa plus Commission Closing Date: 5pm 23rd August 2024 Are you passionate about delivering excellent customer service in a property management role and looking for a new opportunity? Then you may be...


  • Ashington, Northumberland, United Kingdom Outcomes First Group Full time

    Role: Assistant Headteacher - SENco Location: Buzz Learning, Ashington, NorthumberlandSalary: Upto £40,000 per annum dependent on qualifications and experience)Hours: Monday to Friday (8.30am - 4pm, Term Time Only)Join our team at Buzz Learning We established in 2004 and are firmly rooted in our local community and committed to providing education and...


  • Ashington, Northumberland, United Kingdom Morson Talent Full time

    JOB ROLE DESCRIPTIONJob Title: Aircraft Logistics SpecialistSECTION 1 – JOB PURPOSEThe primary objective of this role is to oversee all urgent and state-related requests for aircraft and user units based at RNAS Yeovilton. This includes ensuring that all necessary checks and controls are completed in accordance with established practices prior to release....

  • Housing Officer

    1 month ago


    Ashington, Northumberland, United Kingdom Bernicia Full time

    Housing Officer – Income ManagementLocation: AshingtonContract: Permanent Hours: Full-time, 37 hours, Mon – FriSalary: £35,211 per annum (inclusive of car allowance). Closing Date: Sunday 11th August 2024, 5PM. Are you passionate about delivering great Housing Services? If so, our Housing Officer post is for you About the role:As an Income Officer you...


  • Ashington, Northumberland, United Kingdom Bernicia Group Full time

    About the Role This is a fantastic opportunity to contribute to the development and management of all aspects of health and safety across Bernicia Group. Reporting to the Head of Health and Safety, you will undertake a full range of health and safety and related administrative duties. About You We are looking for someone who is passionate about health and...


  • Ashington, Northumberland, United Kingdom Bernicia Full time

    Accompanied Viewer/Lettings SpecialistLocation: Newcastle, Grey StreetContract: 12 month initial contractHours: 20 hours per week (Every Saturday 10am-2pm, remaining hours during week to be agreed with applicant)Salary: £11.44 per hourClosing Date: 5pm Friday 23rd August 2024 Are you an enthusiastic and reliable person, with fantastic sales and people...

  • Operations Manager

    5 days ago


    Ashington, Northumberland, Northumberland, United Kingdom James Webber Recruitment Full time

    The Package / Benefits / Opportunities:A strong package of circa £40'000 + BenefitsPerformance bonus IRO £5'000Development to become a GM in future.The Operations Manager Opportunity:A rare opportunity to take the helm of a quality country house hotel famed for its fantastic location and quality F&B. The venue has been subject to significant...

  • Sales Co-ordinator

    2 months ago


    Ashington, United Kingdom Networks Centre Ltd Full time

    **Company Details** Networks Centre is one of the UK's leading End to End IT infrastructure suppliers. Since its inception in 2005, Networks Centre has provided solutions and services to customers working in various markets, helping them to specify and deploy technology leading systems. Networks Centre offers a wide variety of services including...

  • Call Centre Assistant

    3 months ago


    Ashington, United Kingdom Specsavers Full time

    **Call Centre Assistant** **Store: Specsavers Ashington** **Hours: Full time - 40 hours (weekend working is essential)** **Benefits: Bonus after probation, Specsavers perks, staff, friends and family discounts, free parking, additional birthday day off, company sick pay depending on length of service, enhanced maternity & paternity pay and great career...

  • Accounts Assistant

    2 months ago


    Ashington, United Kingdom Networks Centre Ltd Full time

    An opportunity exists at our Head Office to join a small busy team as an Accounts Assistant. - GCSE Maths and English (A-C Grade or Above) or equivalent - AAT or similar advantageous. - Experience of accounts payable/receivable - Experience of double entry book-keeping is desirable - Understanding and appreciation purchase, sales costing and general...

  • Marketing Assistant

    3 months ago


    Ashington, United Kingdom Networks Centre Ltd Full time

    Networks Centre Ltd is one of the UK's leading End to End IT infrastructure suppliers. An opportunity has arisen for a full time, permanent Marketing Assistant to join a small busy team to meet ever increasing demands. Initially the primary activity will entail inputting data, text & images in relation to placing products on the Group’s websites and...


  • Ashington, United Kingdom CMS Recruitment Limited Full time

    CMS Recruitment Limited are working with a well know organisation based in Northumberland who are looking to recruit a Customer Service Administrator. Our client is a property investment, estate management and development company. Building new homes for rent and sale, attracting investment and business growth, managing delivery of major projects, providing...

  • Head Chef

    3 months ago


    Ashington, United Kingdom Barchester Healthcare Full time

    Are you a qualified Chef looking to work with fresh seasonal food, with the opportunity to have more of a work life balance and make what you do matter? Working as a Head Chef at Barchester, you will have the chance to deliver hotel/restaurant standards without the split shifts and long weeks. Chefs have full autonomy in creating nutritious, flavoursome and...

  • Head Chef

    3 months ago


    Ashington, United Kingdom Barchester Healthcare Full time

    Are you a qualified Chef looking to work with fresh seasonal food, with the opportunity to have more of a work life balance and make what you do matter? Working as a Head Chef at Barchester, you will have the chance to deliver hotel/restaurant standards without the split shifts and long weeks. Chefs have full autonomy in creating nutritious, flavoursome and...

  • Head Chef

    3 months ago


    Ashington, United Kingdom Barchester Healthcare Full time

    Are you a qualified Chef looking to work with fresh seasonal food, with the opportunity to have more of a work life balance and make what you do matter? Working as a Head Chef at Barchester, you will have the chance to deliver hotel/restaurant standards without the split shifts and long weeks. Chefs have full autonomy in creating nutritious, flavoursome and...

  • Customer Assistant

    2 months ago


    Ashington, United Kingdom Lidl Full time

    Summary This isn’t stacking shelves; this is feeding families. Join us at our store open day! Would you like to join us at our store open day, where you can meet a member of our team and find out more about joining team Lidl GB, as well as receiving a guaranteed interview? We’re holding a Recruitment Day on Monday 31st July from 10am to 3pm at St...


  • Ashington, United Kingdom Nigel Wright Group Full time

    The Role Customer Service Executive needed to join a growing global business in Ashington. This role offers excellent company benefits, including private medical and progression. **Duties**: - Establish and develop mutually beneficial long-term relationships with key customers - Record, build and progress sales opportunities from enquiry to delivery...


  • Ashington, United Kingdom Northumbria Healthcare NHS Foundation Trust Full time

    To support and assist in the planning and implementation of the smooth running of the education centres across the Trust Provide administrative support to the Education Facilities Manager Take and manage room bookings providing reports and complex information on demand Be the first port of contact in the absence of the Education Facilities Manager To acquire...


  • Ashington, United Kingdom Northumbria Healthcare - NHCT Northumbria Healthcare NHS Foundation Trust Full time

    If you are an enthusiastic, self-motivated and customer-focused individual interested in this opportunity, we would be delighted to hear from you. Assist in the efficient and effective running of the Education Centres within the Trust Supervise the department in the absence of the Education Facilities Manager and undertake appropriate supervisory...


  • Ashington, United Kingdom Jackson Hogg Full time

    **Responsibilities**: - Serve as the primary point of contact, offering professional reception services and guidance to tenants and visitors. - Provide excellent customer service, addressing inquiries and assisting individuals interested in workspace facilities. - Conduct facility tours for prospective clients, showcasing available amenities and answering...

  • Receptionist

    3 months ago


    Ashington, United Kingdom Northumbria Healthcare - NHCT Northumbria Healthcare NHS Foundation Trust Full time

    We are looking to recruit a Receptionist for the Urgent Treatment Centre at Wansbeck General Hospital, covering a 8am - 10pm service, 365 days of the year. The job involves working a variety of shifts between in a busy department. The role involves a wide variety of tasks including meeting and greeting patients and relatives on arrival to the hospital,...

  • Head Chef

    7 days ago


    Ashington, Northumberland, United Kingdom Barchester Healthcare Full time €15

    Are you a passionate and qualified Chef looking for a better work life balance? If you are keen to be part of a company that is driven by quality and high standards, Barchester is the place to be! Scroll down for a complete overview of what this job will require Are you the right candidate for this opportunity Your Benefits and Rewards Working days and...

  • Receptionist

    4 months ago


    Ashington, United Kingdom Northumbria Healthcare - NHCT Northumbria Healthcare NHS Foundation Trust Full time

    To provide a reception service, acting as first point of contact on the telephone or face to face, for patients, visitors and other health care professionals. We manage three major locality hospitals at North Tyneside, Wansbeck and Hexham, plus a number of smaller community hospitals and clinics from Tynemouth to Berwick on Tweed, in addition to our...

  • Property Administrator

    3 months ago


    Ashington, United Kingdom CMS Recruitment Limited Full time

    CMS Recruitment Limited are working with a well know organisation based in Northumberland who are looking to recruit an Administrator. Our client is a property investment, estate management and development company. Building new homes for rent and sale, attracting investment and business growth, managing delivery of major projects, providing a diverse...


  • Ashington, United Kingdom Outcomes First Group Full time

    Role:        Assistant Headteacher  - SENco Location: Buzz Learning, Ashington, NorthumberlandSalary:    Upto £40,000 per annum dependent on qualifications and experience)Hours:      Monday to Friday (8.30am - 4pm, Term Time Only)Join our team at Buzz Learning We established in 2004 and are firmly rooted in our local community and committed to...

  • Ward Clerk

    2 days ago


    Ashington, United Kingdom Northumbria Healthcare NHS Foundation Trust Full time

    Job summary An opening has become available for a friendly and enthusiastic Ward Clerk to join our busy Team on Wards 10 & 15 at Wansbeck General Hospital. Although the post is based at Wansbeck, you may be asked to provide cover on one of our other sites if the service needs. This post is part time, Monday - Friday 15:30 - 19:30 however you may be...

  • Gym Instructor

    3 months ago


    Ashington, United Kingdom Active Northumberland Full time

    We are seeking to recruit a Gym Instructor to deliver a high quality and responsive fitness instructor service to customers taking part in fitness activities within a gym setting. **Duties and key result areas**: 1. Conduct gym inductions, offer fitness advice and information to customers, and carry out fitness instruction in the gym in accordance with...