Role: Customer Services Manager
Location: Canterbury – Full time office based, CT3
Salary: £38k-£40k per annum 

We have a fantastic opportunity for a Customer Service Manager, to join our team within our Responsive Maintenance Division. You will be working out of our Canterbury office, overseeing and delivering a five star customer service experience to tenants and clients on our contracts.

Key Accountabilities will include:

• Overall responsibility of the contact centre and 24/7 OOH external service provided by third Party.
• Ensuring that the Call centre IT suite and product is fully operational and functioning to provide the service to our customers.
• Providing Training and mentoring to new and existing staff, working with other departments to ensure a full end to end process is delivered in the most effective way and calls received are correctly diagnosed and scheduled.
• Manage Call Centre mailboxes , ensuring mailboxes are kept clear and correct actions take place.
• Support Customer Solutions Advisors with escalations and repair enquiries.
• Direct line Management of the Customer Solutions team.
• Monthly team meetings and one-to-ones.
• Weekly rota and ensuring cover for all shifts.
• Escalation of required calls.
• Monthly call audits and scoring for all team members.
• KPI reporting and monitoring of statistics.
• Monthly and weekly reporting (both internal and for client meetings)
• Responsible for the live monitor · Ongoing review of productivity and processes
• Ongoing service improvement reviews/opportunities
• Regular monitoring of trends
• Relationship Management between the CEX and operational teams
• Monthly learning lessons reviews
• Attendance of resident meetings/board as and when required
• Working closely with the resident teams based on each client contract
• Attend monthly meetings with the client
• Ensure the team are updated at all times of any changes etc (verbally and back-up email) · Maintain professional relations with the client teams

Benefits 

• 25 days holiday plus bank holiday 
• Birthday off
• Option to buy additional annual leave
• Private health care after 2 years of service 
• AND MORE!

To be successful in this role you will be an excellent communicator with the ability to influence key stakeholders and manage expectations of customers and site teams. Social Housing and call centre management experience is essential. 

Please call Leah Seber at Build Recruitment for more information.

Build Recruitment Limited acts as an Employment Business for the supply of temporary workers and an Employment Agency in relation to permanent vacancies. Build Recruitment is an equal opportunities employer.