Customer Service Manager

Customer Service Manager – Property Services/Social Housing
Fortus Recruitment are currently looking for a Customer Service Manager working in the Sittingbourne area. This will be overseeing customer and client facing call centre and management of Customer Service Advisors to ensure efficiency and productivity, management of Resident Liaison officers to deal with complaint investigations and responses.
The key person will have experience and knowledge as below:
* 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.
* Excellent Customer Service skills with a can-do approach to problem solving 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.
* 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 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.
If you are interested in this position or would like a confidential chat please call Jason Almeida on (phone number removed).
Fortus Recruitment Group Limited acts as an Employment Business for the supply of temporary workers and an Employment Agency in relation to permanent vacancies. Fortus Recruitment is an equal opportunities employer