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Interim Customer Experience Manager – Housing & Social Investment.
Reference no: K&C 5245383
Pay Rate: £29.56 per hour PAYE
Hours per week: 36 Monday – Friday, normal working hours
Role Length: This opening assignment is for 2-3 months
City: Kensington, London
Basic DBS required for this role
The purpose of the role is to work with all service areas to provide excellent customer services and ensure that customers are placed at the centre of service delivery across Housing Management.
Key Responsibilities:
NB: Please feel free to apply to us direct via jobs@tclrec.com by quoting the job reference and job title exactly.
To help speed up the process of uploading your CV to the client we would suggest that you send us your CV in Word format (or equivalent) if possible, rather than as a PDF.
If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension you will be working this role at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than entertaining umbrella pay terms, we do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity.
Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.
“Essential Requirements” – Please check to ensure that your CV addresses the following items:
Unless the DBS requirement stated above is for a Basic Disclosure, your DBS must be either through us or be accompanied by a subscription to the DBS updating service.
Qualification details and any other experience/skills relevant to the job role to help support your application (and help us to help you!) – please give full details within your CV document.
Skills & Experience:
S
Please note that clients invariably ask us to strip out contact details from CVs before we submit them for consideration. This is always quicker and easier to do if you send your CV to us in Word format, rather than as a PDF please
Interim Customer Experience Manager – Housing & Social Investment.
Reference no: K&C 5245383
Pay Rate: £29.56 per hour PAYE
Hours per week: 36 Monday – Friday, normal working hours
Role Length: This opening assignment is for 2-3 months
City: Kensington, London
Basic DBS required for this role
The purpose of the role is to work with all service areas to provide excellent customer services and ensure that customers are placed at the centre of service delivery across Housing Management.
Key Responsibilities:
- Responsible for the day-to-day supervision and support of the Complaints Team in providing a quality complaints service.
- Design and implement robust performance management across the team to deliver excellent customer service.
- Identify and eliminate barriers to enhance performance and enable team members and individuals to contribute towards process and performance improvement to ensure first point of contact resolution.
- Manage and oversee a service that carries a high level of organisational reputational risk following the Grenfell Tragedy.
- Ensure that the complaints service meets the needs and expectations of all stakeholders and achieves high levels of service-user satisfaction.
- Manage the Customer Service Officers to maximise performance and efficiency of the service
- Deliver holistic customer services and positive outcomes for residents.
- Work with all teams to deliver excellent customer services.
- Work with other departments and build positive relations and respond proactively to service failures.
- Supervise the Complaints Officers, including monthly 1-2-1 meetings, regular team meetings, annual performance reviews, setting individual targets/objectives and managing underperformance.
- Monitor the caseload of the Complaints Officers to ensure fair distribution of complaints, and provide assistance during periods of high demand as required.
- Provide guidance and support to colleagues when implementing the Management of Unreasonable Complainants policy, keeping accurate records to support its use.
NB: Please feel free to apply to us direct via jobs@tclrec.com by quoting the job reference and job title exactly.
To help speed up the process of uploading your CV to the client we would suggest that you send us your CV in Word format (or equivalent) if possible, rather than as a PDF.
If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension you will be working this role at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than entertaining umbrella pay terms, we do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity.
Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.
“Essential Requirements” – Please check to ensure that your CV addresses the following items:
Unless the DBS requirement stated above is for a Basic Disclosure, your DBS must be either through us or be accompanied by a subscription to the DBS updating service.
Qualification details and any other experience/skills relevant to the job role to help support your application (and help us to help you!) – please give full details within your CV document.
Skills & Experience:
- Minimum of 12 months recent experience in a similar role, or context and ideally within a public sector organisation.
- Experience of staff supervision and working in a customer-facing role.
- Experience implementing and managing a robust performance management approach to drive performance improvement in your team.
- Excellent communication skills, including the use of Excel and Word to compile reports for different audiences.
- Ability to give/receive feedback in a constructive manner.
- Negotiation and influencing skills, with experience of resolving service-user issues.
- Ability to analyse data to identify trends and priorities.
- An understanding of the principles of continuous improvement.
- Organised and methodical approach to workload and meticulous record keeping.
- Able to maintain a high level of confidentiality and discretion, and deal with information requests with tact and understanding.
- Strong IT skills including Microsoft packages or equivalent (e.g. G Suite)
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Please note that clients invariably ask us to strip out contact details from CVs before we submit them for consideration. This is always quicker and easier to do if you send your CV to us in Word format, rather than as a PDF please
