Customer Service Manager

Berry Recruitment are working with one of our long-term clients to help them find a Customer Services Manager based out of their offices in Exmouth.

As a Customer Service Manager you will be working with the Housing Repairs call centre. Your main job purpose will be to manage the operational functions of a busy environment working closely with the housing repairs team to answer calls effectively and efficiently within agreed response times. In this role your core accountabilities will be:

• Provide day to day management of the Housing Repairs Advisors to ensure high performance of the team through effective management and achieving agreed targets.
• Ensure an excellent Customer Service is delivered for customers of the Housing service and look for way to involve tenants through implementing the Resident Involvement Strategy and related initiatives to gather feedback and evaluate the service, with a view to continuous service improvement.
• Carefully plan the work of the housing repairs team to ensure sufficient cover is provided across call centre opening times. Ensure that leave is planned well in advance and that absences are effectively managed to ensure that disruption to effective delivery of the service is minimised.
• Provide accurate management information on service performance including KPIs and compliance data to management as required.
• Provide accurate and timely financial and performance management information for consideration by directors, Service Managers, contractors and partners.
• Ensure that processes are in place to manage invoices and that these are processed and paid within agreed timescales. Manage other administrative functions effectively and ensure that tasks are allocated and delivered appropriately.
• Take a proactive approach to performance management, ensuring clear objectives and standards are maintained to deliver a high performing, professional housing repairs service. Carry out regular 121s and annual PER, setting SMART objectives and using a coaching style of management to support teams members to achieve their objectives and personally develop within their housing repairs role and East Devon District Council.
• Ensure the delivery of a high-quality service to tenants and internal clients, including regular team communications and regular communication with tenants, surveyors, contractors and other partners.
• Build strong professional working relationship with contractors and key suppliers, to develop and share the knowledge and bring an understanding of the business.

To be considered for this Customer Service Manager position you will need to have some of the following attributes.

• Knowledge of housing services and/or experience of working in social housing sector.
• Call centre experience, ideally high volume.
• Accuracy and attention to detail.
• Well-developed interpersonal Skills.
• Previous experience managing busy teams.
• Excellent Customer Service skills.

As the Customer Services Manager you can expect an hourly pay of £21 to £28 per hour, depending on experience, and the role is currently for 6 months in duration.

If you are interested in this Customer Service Manager position in Exmouth, please apply on line or contact Dave Smith at Berry Recruitment

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and ability to perform the duties of the job.