Knewin
Location
Croydon, Cambridgeshire | United Kingdom
Job description
Croydon is a diverse borough with 13,400 social housing homes. Our vision is to create great homes, places, and communities to enhance life opportunities. As part of our vision to transform housing services, we have created a new dedicated housing customer contact centre to be one of the friendly and helpful entry points for our customers. The contact centre is part of our commitment to delivering a responsive and accessible repairs service. This makes this an exciting opportunity, to make a real difference to the lives of our residents and local communities.
We are looking for an experienced Customer Contact Centre Manager, with a real passion for customer service. Responsible for the operational management of the Contact Centre in managing all housing enquiries with a real focus on repairs enquiries from residents, contractors and other council departments.
About the role:
· To establish and implement effective working arrangements & practices to ensure a consistent level of service delivery. You will be responsible for monitoring service performance and deploying resources to deal with peak demands.
· Use management information, including customer feedback to target aspects of service improvement.
· Maximising the capacity of NEC, our housing management system to improve the resident experience
· Utilise customer feedback to identify trends for service improvements
· Champion customer service, ensuring enquiries from all access channels are handled and responded to in a timely manner
· Develop a culture of resolution at the first point of contact including complaints handling.
· Create a culture of ownership by providing strong leadership through coaching, mentoring and managing performance
· Work with team leaders, monitoring calls to assess and improve the quality of performance, reducing call wait times and reducing failure demand.
· Responsible for training and development of staff, ensuring well rounded knowledge of housing.
About you
· You will have the skills and energy to build a high performing contact centre.
· Have a passion for customer services and a commitment to make a difference to the residents of Croydon
· Strong interpersonal and leadership skills to build a supportive culture.
· Proven management experience in the call centre industry, preferably within Social Housing
· Proven experience in introducing a continuous improvement culture, customer satisfaction and putting the customer at the heart of what we do.
· Strong organisational, planning, and analytical skills
What we offer
We are passionate about our staff and in return we will provide a rewarding career with a commitment to investing in you. We offer a generous pay and benefits package including generous annual leave entitlement up to 31 days (eligibility criteria applies), access to the Local Government Pension scheme and more (add link)
If you want to be part of a new team that takes pride in delivering excellent customer services and believe you have the skills and experience to be successful in this role, we would love to hear from you.
Previous Applicants Need Not Apply
Closing date 7th March at 11:59pm
View the Housing Contact Centre Manager role profile
Equal opportunities statement
Croydon Council is an inclusive employer and welcomes applications from all sections of the community. Subject to business needs, we will be pleased to consider applications from candidates seeking flexible working arrangements and support hybrid working, whereby staff attend the workplace for part of their working week and work from home, or elsewhere, remotely for the rest of the time.
As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the advertised role.
Croydon council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all staff to share this commitment. The Successful candidate will be subject to a DBS check.
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