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Head of Customer Services

2 months ago

Norwich, United Kingdom Greenacre Recruitment Ltd Full time

Head of Customer Services

Location: Norfolk (hybrid)

Salary: £320.00 per day

Duration: Temporary (6 months)

Greenacre are pleased to be supporting a Norfolk based housing association with their recruitment of an interim Head of Customer Services.

The main purpose of the role is to lead and manage the contact centre operations and provide input on how policies and procedures could be improved.

What will you do in the role?

* Oversee the day-to-day operations of the Contact Centre, ensuring that all communications (calls, emails, social media platforms and other channels) are handled efficiently and in line with performance frameworks

* Develop and implement effective policies, procedures, and workflows to optimise contact centre performance and ensure consistent service delivery

* Lead, manage, and inspire a high-performing contact centre team, ensuring that all team members are supported, motivated, and aligned with the organisation's objectives

* Set clear performance targets for the team, monitor progress, and provide regular feedback and coaching to ensure that targets are met or exceeded

Who would excel in this role?

* Significant experience in managing a contact centre or customer service team, preferably within the housing sector

* Proven experience in leading and developing a high-performing team, with a track record of meeting or exceeding performance targets

* Excellent leadership and people management skills, with the ability to inspire and motivate a team

This vacancy is being advertised on behalf of Greenacre Recruitment Ltd who are operating as a recruitment agency and business