Position: Customer Service Manager

Sector: Repairs and Maintenance 

Type: Temp to perm 

Hours: 8am – 5pm, Mon to Fri 

Location: Crawley

Salary: £20.18ph Umbrella rate

We are looking for a Customer Service Manager to join our responsive repairs team based in our Crawley office.Customer Service Managers, or Client Service Managers, are responsible for overseeing teams of customer service representatives. Their primary duties include answering customer questions and resolving problems, setting team goals, monitoring progress, onboarding and training staff members 

Key Accountabilities will include:

• Ensuring that customer service delivery is continuously improved in ways that meet the needs of the customer as well as our clients.
• Implement and manage a robust customer feedback system to ensure continuous service improvement, and contribute to improvement in customer feedback methodology.
• Ensure that customer enquiries to be dealt with at first point of contact wherever possible for responsive repairs and other property related services.
• Develop and maintain close working between the Contact Centre, internal teams and main contractors to enable an efficient, seamless service to be delivered to our customers.
• Liaising with all service areas to act as an intermediary for customers as and when required.
• To accept and case manage on behalf of our Customer Service Advisors, difficult customer situations that have been escalated to them, ensuring the customers experience in dealing with us is positive. 
• To implement and manage service standards for delivery.
• To provide control over quality and quantity of Contact Centre activities through regular monitoring and measurement including adherence to service standards and utilising resources in the most efficient manner.
• To ensure established policies and procedures are adhered to.
• To ensure that service delivery is continuously improved to meet the needs of the customer as well as our clients and business partners.
• Look after team of Customer Contact Advisors
• Conduct 1-2-1 meetings and KPI tracking to ensure team performance is following agreements. 

If you are interested in this role, please contact Leah Seber at Build Recruitment

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.