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Head of Customer Contact

2 months ago

Peterborough, Peterborough, United Kingdom Accent Group Full time
Customer Service Director - Repairs

At Accent, we're committed to delivering exceptional customer experiences. As our Customer Service Director - Repairs, you'll lead our Repairs customer service team in Peterborough, ensuring our customers receive a best-in-class repairs experience.

We're looking for a seasoned contact centre manager with a proven track record in delivering good customer service. You'll be responsible for the efficient and effective running of the contact centre and linked communication channels, ensuring KPIs are achieved and excellent levels of customer service are delivered.

Key Responsibilities:

  • Lead a large team of customer service advisors, providing guidance and support to ensure excellent customer service delivery.
  • Develop and implement strategies to improve customer satisfaction, reducing complaints and escalations.
  • Collaborate with other teams within the Customer Relations Team to ensure seamless service delivery.
  • Manage budgets and resources to ensure efficient service delivery.
  • Stay up-to-date with industry trends and best practices, applying knowledge to improve service delivery.

What You'll Get:

  • A competitive salary of £62,843 per annum, with opportunities for growth and development.
  • A comprehensive benefits package, including 28 days paid holiday, pension scheme, and employee assistance programme.
  • The opportunity to work with a dynamic and forward-thinking organisation, committed to delivering exceptional customer experiences.

About Accent:

At Accent, we believe that everyone deserves access to a safe, secure, and warm place to call home. We're a national organisation, but with a community focus, providing homes and services to over 40,000 customers. We're committed to building sustainable communities, investing in our existing homes, and driving value for our customers.

We're proud of our Homes England Strategic Partnership, which allows us to build even more homes in areas of housing need. We're also committed to caring for our customers' environment, with ambitious energy-efficient development plans and retrofitting projects.

As a Customer Service Director - Repairs, you'll be part of a team that's passionate about delivering exceptional customer experiences. If you're a results-driven individual with a passion for customer service, we'd love to hear from you.