Head of Repairs Contact Centre Manager

4 weeks ago

Peterborough, Peterborough, United Kingdom Adecco UK Limited Full time
Job Title: Head of Repairs Contact Centre

Adecco's specialist Property Services Division is proud to partner with a National Housing Association to recruit a permanent Head of Repairs Contact Centre to be based in Peterborough.

Job Purpose:

As the Head of Customer Contact - Repairs, you will be responsible for the efficient and effective running of the contact centre and linked communication channels, ensuring Key Performance Indicators (KPIs) are achieved and excellent levels of customer service are delivered.

You will regularly review performance and service delivery, ensuring the service remains fit for purpose and provides value for money.

Key Responsibilities:
  • Embed a culture of continuous improvement, ensuring customer dissatisfaction is dealt with at the earliest opportunity and complaint escalations are kept to a minimum.
  • Work closely with other teams within the Customer Relations Team, especially the Housing Hub, to ensure high levels of service are consistently delivered to customers.
  • Explore and influence future contact channels for customers.
Candidate Requirements:
  • Extensive contact centre management experience, ideally in a multi-channel environment.
  • Experience in management of a responsive repairs service.
  • Proven track record in delivering good customer service.
  • Experience of managing a large team and multi-disciplinary networks.
  • Experience of people management/development and training.
  • Financial and budget awareness.
  • Knowledge and awareness of current issues in social housing.
  • Ability to assimilate written and numerical information in a report or presentation format and deliver to a variety of stakeholders.
  • Awareness of ICT and telephony systems relevant to a contact centre environment.
  • Awareness of managing and responding to customer expectations and changing preferences in terms of contact channels.
  • Be a results-driven individual with sound judgement and strong decision-making skills.
Benefits:
  • £62,843 per annum (salary & Car Allowance)
  • 35 Hour working weeks
  • 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.
  • 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. Both pension schemes provide Life Insurance Cover.
  • Option to purchase additional holiday of up to 2 of your working weeks (at managers discretion).

To discuss this opportunity, please contact me directly on 07912482599 or email allan.madden@adecco.co.uk to book in a conversation.

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