Customer Service Call Centre Manager

Role

The Customer Service Call Centre Manager role will be responsible for managing the day-to-day service delivery of the customer call centre and supporting with the handling of complaints. This will include management of performance and behaviours of all Customer Service Advisors to ensure productivity and efficiency are always maximised whilst quality of service is delivered to the highest standard, supporting a culture focused on coaching and developing the team to achieve their full potential and to meet client expectations in line with agreed KPIs. The role will be vital in supporting the front-line service delivery, covering inbound calls and emails as well as responding to reports of customer dissatisfaction to reduce escalations to formal complaints. This role will also support the Administration Team Leader in managing the Client Liaison Officers with complaint investigations and responses. Working closely with the operational teams to ensure a ONE Team approach and to improve overall service delivery and customer focus to enhance the customer experience and end-to-end journey. The role will also be vital in supporting and contributing to the delivery of business change initiatives to ensure a consistent and customer focused service delivery across all contracts.

Key Tasks / Activities / Responsibilities

General

Always promote and support Customer Service excellence. Act as point of contact for customers who express dissatisfaction or request to speak with a manager. Record and report on customer service KPI statistics in line with client contract requirements. Work with the team to consistently meet and aim to exceed the customer satisfaction targets. Support with monitoring of all KPI’s relating to Customer Service and resident satisfaction, including text satisfaction results. Attend contract and client meetings when required. Support with trend analysis and work with Customer Experience Managers, Divisional and Contract Manager regarding performance improvement Support with the development of clear working practices that focus on the management of customer requirements with the aim of continuous improvement Promote ‘Our Values’ and ‘Our Mum’s House’ ethos throughout the team. Instill and promote Customer Service at all levels whilst supporting the delivery of new initiatives based on Axis Values and organisational goals. Support with promotion of resident engagement and initiatives in conjunction with site teams to include CSR & volunteering projects. Follow and support policies, procedures, initiatives, and work instructions related to sustainability improvement and environmental compliance. Remain updated on developments in the customer services field and make suggestions for change where opportunities for improvement are identified. Provide monthly update report to Customer Experience Manager (Call Centre) and Head of Customer Services. Support with review of Customer Service staff retention and delivery of any initiatives to improve this.

Training

Support with the ongoing review, development, and delivery of any Customer Service training content Ensure all new customer service advisors receive the correct training and support throughout the probation period and on and ongoing basis. Promote ‘Our Values’ and ensure they are included in any training being delivered.

Call Centre

Effectively manage the call centre in line with the Call Centre Performance Management Framework (PMF) Real time monitoring, management and reporting of calls and CSA performance to include average handling times, wait times and grade of service for the call centre. Effectively manage resource, including managing annual leave and sickness absence, to ensure call demand can be always met. Conduct regular live monitoring of calls to ensure calls are being handled appropriately and to provide support and guidance where required. Conduct regular call quality assessments, including provided feedback through effective coaching and objective setting. Monitor and manage mail inboxes, ensuring all email contact is responded to within agreed contractual timescales. Support with trend analysis of repeat and avoidable contact to identify opportunities for service improvement. Address any under performance effectively with the use of Performance Improvement Plans (PIPs) Support with recruitment of new CSAs, always ensuring a consistent and criteria-based approach, in line with the Axis Recruitment Process. Support with delivery of any business change initiatives which impact on call centres and/or Customer Service employees. Support with development and delivery of incentive schemes and activities across the Customer Service function to influence improved performance, morale, and motivation.

Complaints

Support with monitoring and reporting on complaints as per company and client procedures, helping to ensure the team are correctly recording, reporting, and closing complaints in a timely fashion. Support with trend analysis and identify lessons learned, specifically in relation to complaint reasons and root causes to help identify opportunities for service improvement Provide complaints statistics per month with associated commentary. Act as point of escalation to support Client Liaison Officers where customers request to escalate.

Key Knowledge

Knowledge of complaint handling processes and procedures is essential Knowledge of the Housing Ombudsman guidelines and the Social Housing White Paper is desirable Proven understanding of Customer Service delivery and standards, particularly in relation to contact centres is essential. Knowledge of Customer Service and call centre metrics is essential. Knowledge of performance management processes and procedures is essential. Knowledge of business change management and processes is desirable. Demonstrable knowledge and experience of Axis complaint procedures and those of our clients is desirable. A good working knowledge of Microsoft Office Suite is essential.

Key Skills

Excellent Customer Service skills with a can-do approach to problem solving is essential. Strong interpersonal skills: must enjoy working with people on a personal level, building trust, maintaining confidentiality, be approachable, tactful, and diplomatic is essential First Class communication skills; must be able to influence and communicate very confidently both verbally and in writing at all levels is essential A flexible and adaptable approach to change, supporting others to respond in a similar way is essential Excellent written and verbal communication skills with experience of adapting your style and approach to the audience and message to be delivered is essential Worked collaboratively with other colleagues, supporting them when possible is essential A target focused and financially aware perspective is essential Excellent planning and organisational skills using logic and objectivity are essential Ability to work on your own initiative, and as part of a team is essential

Key Experience

Experience of managing within a Customer Services call centre environment is essential. Previous experience of working with Local Authorities or Registered Housing Providers is desirable Knowledge of Reactive Maintenance Services is desirable Proven experience of working in a busy environment and delivering successful outcomes within challenging deadlines is essential. Experiencing of reporting and analysing trends to identify improvement opportunities is desirable. Experience of delivering business change initiatives is desirable. Experience of delivering training to employees at all levels, in teams and on a one-to-one basis is desirable. Experience of handling complaints and responding to customer dissatisfaction is essential. Experience of planning and prioritising own time effectively, aware of responsibilities and committed to delivering these efficiently is essential. Experience of building effective customer relationships which create customer advocacy is essential.

Other Key Information

Flexibility regarding travel and working at various locations is essential You must own an Android or IOS mobile phone which you will use as part of your job (BYOD)

Benefits

22 days annual leave which increases with length of service  Pension Perkbox rewards Long service rewards Volunteering days Cycle to work scheme 

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