Head of Customer Service

4 days ago

London, United Kingdom Pertemps Network Group Full time

**Job Description**:
**Head of Customer Service (Resident Services)**

**Location West London**

**Duration 12 weeks (potential for extension)**

**Pay: Umbrella PAYE rate of £450 per day**

**Hybrid working model, 7-hour shifts between Monday and Friday, from 8 am to 7 pm.**

Are you an exemplary customer service champion, driven by a profound desire to effect positive change in people's lives? Are you at your best in a dynamic, fast-paced environment? Do you have experience working with Local Authorities? If so, we are thrilled to present an outstanding opportunity tailor-made for you
We are currently in search of an exceptional Head of Customer Service to provide steadfast leadership to our dedicated team at our Housing Repairs Center, strategically situated in the vibrant borough of West London. With a cohesive workforce of 60 highly talented individuals, you will be entrusted with the mission of delivering unparalleled support and assistance to borough residents.
As the Head of Customer Service, you will play a pivotal role in ensuring that our residents receive the highest standard of housing repair services, always accompanied by a warm and professional demeanour. Your exceptional leadership acumen will serve to inspire our team, driving them to excel in delivering responsive, efficient, and courteous assistance while promptly addressing the diverse needs of our residents.
Overview
- Strategic and operational delivery of resident services via customer service call centre team
- Lead, motivate, and support a team of 60 passionate customer service professionals, while fostering a positive and inclusive work culture that cultivates growth, teamwork, and innovation.
- Line management of 4 direct reports to implement effective strategies and streamline processes, ensuring seamless and superior service delivery at all times.
- Promote continuous quality improvement by identifying opportunities for process improvement and providing data for outcome measure reporting as needed.
- Ensure that customer service team meet or exceed targets set for the service including timescales and customer satisfaction.
- Regular review, analysis and reporting on the service provision - ensuring that innovation and best practice is embedded in the service to achieve an efficient and effective service.
- Produce high-quality communications for presentation to a range of stakeholders including Heads of Service and support functions.
- Drive and promote a strong team to achieve the highest standards of customer first service for the borough residents.
- Passion for enhancing the lives of residents through the provision of exceptional service.
- Astute strategic thinking and adept problem-solving abilities, essential for identifying areas of improvement and implementing effective solutions.
- Exemplary communication and interpersonal skills, enabling the establishment of robust relationships with both residents and fellow team members.
- Experience running a busy call centre within a similar environment
- Visionary leader capable of inspiring the team to achieve unparalleled greatness.
- Will have a proven track record in customer service leadership roles, ideally within the domain of housing repairs or related field.

Submit your CV now.
Interviews to ASAP

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