Head of Customer Contact

4 weeks ago

Peterborough, Peterborough, United Kingdom Accent Group Full time
Lead Our Repairs Customer Service Team

At Accent Group, we're committed to providing our customers with a safe, secure, and warm place to call home. We're seeking a skilled professional to lead our Repairs customer service team in Peterborough.

About the Role:

  • 35 hours per week
  • Permanent

As the Head of Customer Contact - Repairs, 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. You'll regularly review performance and service delivery, ensuring the service remains fit for purpose and provides value for money.

Your Key Responsibilities:

  • Embed a culture of continuous improvement, ensuring that any cases of customer dissatisfaction are dealt with at the earliest opportunity and complaint escalations are kept to a minimum.
  • Work closely with other teams within the newly formed Customer Relations Team, especially the Housing Hub, to ensure that high levels of service are consistently delivered to our customers.
  • Explore and influence future contact channels for customers.

What We Offer:

  • A competitive salary of £62,843 per annum for applicants who fully meet the requirements of the post.
  • Opportunities for professional and personal development, including access to a wide range of internal and external learning resources.
  • A choice of Pension Schemes, including a Defined Benefit Scheme with a 7.5% member contribution or a Defined Contribution Scheme with a 4% member contribution and 4% employer contribution.
  • 28 days paid holiday (pro-rata excluding bank holidays) per year rising by 1 day per year up to a maximum of one working week.

Requirements:

  • Extensive contact centre management experience – in a multi-channel environment.
  • Experience in management of a responsive repairs service.
  • Proven track record in delivering good customer service.
  • Ability to operate at a strategic level.
  • Experience of managing a large team and multi-disciplinary networks.

How to Apply:

Please submit your application, including your CV and a covering letter, to PeopleServices@accentgroup.org.

We're an equal opportunities employer and welcome applications from all qualified candidates. Please note that candidates must have current eligibility to live and work in the UK, as Accent Group does not currently hold a sponsorship license.

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