Customer Service Manager - Social Housing

18 Recruitment are working with a leading Social Housing contractor to recruit for a Customer Service Manager to join thier team in Sittingbourne on a permanent basis.

The Role will involve

• Managing the Customer Service team
• Dealing with escalations/complaints
• Assisting the Resident Liaison Officers with complaint investigations and responses.
• Record and report on Customer Service KPI statistics in line with client contract requirements.
• Attend contract and client meetings when required.
• Support with promotion of resident engagement and initiatives in conjunction with site teams to include CSR & volunteering projects.
• Provide monthly update report to Customer Experience Manager (Call Centre) and Head of Customer Services.
• Supporting with recruitment of new CSAs.

The ideal candidate will have

• Knowledge of Customer Service and call centre metrics (essential)
• Knowledge of performance management processes and procedures (essential)
• Experience of managing within a Customer Services call centre environment (essential)
• Proven experience of working in a busy environment and delivering successful outcomes within challenging deadlines (essential)
• Experience of handling complaints and responding to customer dissatisfaction (essential)
• Knowledge of business change management and processes is (desirable)
• Previous experience of working with Local Authorities or Registered Housing Providers (desirable)
• Knowledge of Reactive Maintenance Services (desirable)

We are looking for candidates who possess excellent Customer Service skills, a can do approach to problem solving and who can communicate well both verbally and in writing at all levels.

Monday - Friday 8am - 5pm

38k salary

Please apply for immediate consideration.