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Customer Performance Manager

4 months ago

London Borough of Hammersmith and Fulham, United Kingdom Morgan Sindall Property Services Full time

Temporary – Full Time 12 Months

We are looking to recruit a Customer Performance Manager to join our team at our Goldney Road Hub in Westminster on a temporary basis (Maternity Cover).

About the Role

Joining our team, you’ll be responsible for the management and administrative compliancy of the Morgan Sindall Integration System (MSi), with accountability for managing the business process systems, ensuring the attainment and compliance of KPIs.

This is very much a client and customer facing role delivering responsive and planned gas and heating repairs to domestic social housing homes and its customers.

You will drive our operational teams productivity by ensuring the planning and scheduling of all works are delivered on time, within scope and contractual KPI.

You will manage and drive customer experience ensuring that the team are supported to deliver exceptional customer service.

You’ll be responsible for managing a team of schedulers and planners, liaising with the client’s contact centre, whilst monitoring and managing the day-to-day service delivery, ensuring all cases are managed within overall time., cost and budget restraints.

About You

With previous experience working in a busy team, you’ll have managed a large team, ideally consisting of Team Leaders, Planners, Administrators and Apprentices, have excellent customer service skills and a focus on business improvement.

Candidates will have good working knowledge of Microsoft Office, with strong administration, organisational and communication skills, both written and verbal, with a proven track record of performance delivery against targets.

Desirable Qualification: Level 3 in Customer Service

Benefits

26 Days Holiday & Bank Hols Enhanced Pension Plan Westfield Healthcare Cash Plan (24hr GP, dental, optical, physio and more) Life Assurance & Accident Cover Share Save Enhanced Maternity & Paternity Pay Work Perks Discounts & Vouchers Buy & Sell Holiday Flexible Working & Flexible Bank Holidays Cycle to Work Volunteering (2 days paid) Learning & Development Opportunities Extensive Wellbeing Support, including EAP Loyalty & Values Awards Funded Professional Subscription Company Uniform