Housing Contact Centre Manager

7 days ago

London, Greater London, United Kingdom Adecco Full time
About the Role

Adecco is seeking a highly skilled and experienced professional to fill the position of Housing Customer Contact Centre Team Leader. This is a permanent, full-time role that offers a competitive salary of £40,833 per annum.

Key Responsibilities
  • Customer Service Excellence: Develop and maintain an exceptional customer-centric advisory and information service, ensuring timely access to council and partner services through the Housing Responsive Repairs contact centre.
  • Team Leadership: Lead, performance manage, develop, and motivate a team of Customer Service Advisers, fostering a culture of excellence and customer-centricity.
  • Service Delivery: Ensure service delivery aligns with the Housing strategy and plan, achieving objectives in the Residents' Charter.
  • Problem-Solving: Negotiate the resolution of escalated and/or complex resourcing issues by identifying and implementing innovative and robust solutions that are efficient and cost-effective.
Requirements
  • Experience: Proven experience in an equivalent role within a contact centre environment.
  • Local Government Knowledge: Strong knowledge of local government within in-scope service areas, along with demonstrable experience of working on transactional change.
  • Technical Skills: Significant knowledge of telephony and IVR systems.
  • Leadership: Proven ability to develop, lead, and manage a high-performing team within a contact centre environment.
  • Coaching and Mentoring: Ability to coach and mentor employees.
  • Communication: Ability to communicate in a variety of styles, including the production of reports and other forms of communication materials, on complex issues to a wide range of audiences in an appropriate and succinct manner.
  • Relationship Building: Ability to build effective working relationships and inspire the confidence of elected members, business people, decision makers, community leaders, and local people.
  • Customer Feedback: Seek customer feedback, e.g., through surveys and learn from it to improve services.
  • Staff Development: Ability to develop staff in customer skills.

This is an exciting opportunity for a motivated and experienced professional to join Adecco's team and contribute to the success of our Public Sector client.

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