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Head of Customer Contact

1 month ago

Peterborough, United Kingdom Castlefield Recruitment Full time

Castlefield Recruitment are currently recruiting a ‘Head of Customer Contact – Repairs’ for a national housing association. This is a permanent role, paying £62,843 per annum, and is based from their office in Peterborough.

The role:

  • Ensure that repairs are accurately recorded on the system and appropriate SOR codes are assigned to jobs to help facilitate high ‘First Time Fix levels’
  • Responsible for efficient and effective running of the contact centre and linked communication channels ensuring KPIs are achieved
  • Ensure all customer contact is accurately recorded on the system and maximise opportunities to effectively deal with customer enquiries first time and deliver a high standard of customer service
  • Deliver high quality service and advice to support the local teams to deliver Repairs and Maintenance, Planned Maintenance, Compliance and Estate Services
  • Manage available contractor resources to ensure that repairs are appropriately prioritised and appointment slots effectively utilised
  • Lead recruitment and retention campaigns to resource the contact centre and provide appropriate training for all Customer Advisors
  • Build effective relationships with maintenance contractors ensuring that any issues are resolved quickly and customer disruption is kept to a minimum

What you need:

  • Experience of managing a Repairs and Maintenance service
  • Experience of managing an omnichannel contact centre