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Customer Service Centre Manager

1 month ago

Hemel Hempstead, Hertfordshire, United Kingdom Thrive Homes Full time

Job Summary

Thrive Homes is seeking a dedicated Customer Service Centre Manager to oversee our customer service operations across various contact channels. The ideal candidate will have a proven track record of delivering exceptional customer service and leading a dynamic team.

Key Responsibilities

  • Train and mentor customer service staff to ensure cross-functional support and address peaks in activity.
  • Develop and implement customer service policies and procedures.
  • Ensure issues are resolved at first contact, service requests are correctly raised, and complaints are identified and handled efficiently.
  • Manage customer expectations in line with Thrive Homes' Service Offer and policies.
  • Continuously improve customer service to ensure first contact resolution.
  • Monitor and report on customer service performance metrics, including contact centre service targets and turnaround times.
  • Conduct quality assurance checks to highlight trends and identify performance and service improvements.
  • Handle data analysis and the collation and input of key reports on a monthly and quarterly basis on contact performance and call quality checks.
  • Escalate ongoing issues to relevant business functions and collaborate across the team and business to resolve issues.
  • Collaborate with other departments to improve overall customer experience.
  • Manage contracts for the out-of-hours call centre and telephony provider.
  • Monitor the customer portal's performance to ensure optimal functionality and user experience.

Requirements

  • Possess a passion for providing a great customer experience.
  • Demonstrate experience in leading and managing a customer service team.
  • Proven ability to train and mentor staff, ensuring cross-functional support.
  • Proficiency in monitoring and reporting on customer service performance metrics.
  • Strong track record of delivering exceptional customer service across multiple channels.
  • Experience in managing contracts with external service providers.