Customer Systems Support Specialist

1 week ago

Northampton, United Kingdom Sage Homes Full time

**About Sage Homes**

Sage Homes is an innovative Blackstone and Regis business addressing the housing crisis in England by making good homes affordable for people across the country who need them.

Since 2017 we have delivered around 10,000 new homes across affordable rent, shared ownership and social rent for individuals and families. In 2021 Sage Homes became the largest provider of new affordable housing in England, and by 2030 we have committed to deliver 30,000 high-quality affordable homes across the country.

We have invested more than £3 billion into high-quality affordable housing. Our entrepreneurial spirit combined with our technical expertise has got us to where we are today and will enable future sustainable growth.

**About the role**:
As the Customer Systems Support Specialist at Sage Homes, the largest provider of new affordable homes in England, you will be exploring how Sage's IT and telephone systems can be used to best serve our customers. We are finding ways to help customers self-serve and this role will support both customers and teams and the creation of internal processes to ensure top quartile customer satisfaction.

Our systems and related processes should help customers get what they need from Sage, and we need systems and processes that support the Customer Care Team (CCT) to get information to customers in a quick and simple way. Our systems must also be able to provide Sage with useful data and valuable insight so that we may continuously improve services and keep Sage Homes ahead of the technology curve.

This role will be full time based in our Northampton office.
- Work with in-house CRM (Microsoft Dynamics 365), contact and telephone systems to optimise take up and utilisation by customers and employees.
- Use data to measure CCT and other department customer contact management KPIs.
- Extrapolate data to forecast communication peaks and troughs to manage resources.
- Report data and insight on team and individual customer contact performance to heads of service so they can manage team performance/ uptake of contact systems and processes.
- Agree ways to manage under performance alongside the head of service by reporting on KPIs.
- Implement new systems within CCT and ensure roll-out and engagement across other departments e.g. omnichannel, repairs diagnostic tools etc.
- Manage and improve our customer contact knowledge base; write and review scripts for systems to offer consistency to customers.
- Create/review workflows and processes relating to contact and communication - Visio preferred
- Work with CC Team Leader to monitor and manage the CCT, covering during absence.
- Creation of dashboards and PowerBI environments to visualise data for weekly management and periodic board reports. Flag issues for escalation that you identify as part of process mapping and analysis.
- Be curious and identify areas of improvement for customer contact systems and processes
business wide.

**About you**
- Expert knowledge of CRM systems (Microsoft Dynamics 365) including Omnichannel
- Proven ability to use MS Office, including SharePoint, Teams, PowerPoint.
- Advanced Excel knowledge of Visio and PowerBI
- Deep understanding of call centre/customer care centre management and associated systems.
- Forecasting of system and resource requirements in line with projected contact volumes.
- Ability to manage large datasets and interpret data to find valuable insight.
- Awareness of the communications technology market and what is considered best in class for housing providers or other call handling organisations.
- Someone who is passionate about customer service, data and statistics, performance management and business improvement.
- Great communication skills both verbal and written English.
- Ability to act efficiently and proactively within defined decision-making parameters.
- A curious, proactive, and problem-solving attitude.
- Demonstrates natural leadership and wants to progress themselves and their team.
- Actively participate in a dynamic and constantly adapting environment.
- Exceptional attention to detail.
- Strong work ethic with the ability to work in a team but also manage own workload.

We are committed to ensuring you have the best career here at Sage. As well as regular support and guidance from your manager you can expect to receive a variety of learning and development opportunities to support you as you grow within our business. This includes internally and externally delivered development programmes and opportunities to study for professional accreditations and qualifications.

**About the culture**

We truly care about the outcomes we deliver; creating safe and environmentally friendly places for people to flourish. And we're curious, passionate and inventive in the way we create social change.

Sage is a fast-paced and supportive environment where ambitious and proactive employees thrive. People are empowered to use their pioneering efforts to grow themselves and

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