MMP Consultancy are working with a fantastic organisation to recruit a Head of Customer Service to join them, in North London.
Salary: £60,000 to £65,0000 Per Annum
Key Responsibilities:
Currently we measure for 80% of calls to be answered and emails to be responded to within 10 working days. The post holder should drive improvements in this area to reduce call wait times and faster email replies.
Ensuring effective staff and performance management so that all staff meet operational performance and behavioural expectations, maintaining high morale and a team who thrive with tailored personal development, and who are proud advocates for our customers.
Work-flows, scripts and information banks developed and implemented to remove inefficiencies and enable most enquiries to be dealt with at first point of contact.
Service model regularly reviewed and improved on the basis of resident feedback, patterns of demand and using data/trends to drive improvements.
Developing a 'house style' of written communication in conjunction with our Communications Team which is warm, empathetic and clear.
Developing a process to deliver written operational communications for other departments where customer updates are required, creating consistency and operational success.
To manage the customer services team to deliver professional, friendly and helpful multi-channel interactions. To work with colleagues to deliver seamless end to end resident centred services using workflow and telephony systems to drive excellence and consistency.
Ensure that resident contacts, system and database records, repairs orders and other processes are managed with high levels of accuracy and that quality assurance is in place to guarantee this.
Improved call answering / wait times and reduced email response times
Reduced complaints at stage 1 and stage 2.
Manage the service resolution team ensuring complaints are responded to within 10 working days and that the response is clear and that all relevant service leads are managing the delivery of an appropriate resolution
To ensure that all resources are used effectively to deliver resident satisfaction, quality and value for money.
To contribute to the effective running of the Housing directorate
To provide leadership to staff, maximising resources available and operating within equal opportunities policy and proceduresRequirements:
Experience of using a wide range of contact centre technologies and implementing new systems.
3 years' experience in a senior management customer service role and contact centre background.
Experience of working with performance data to drive improvements.
Experience of managing hybrid teams and Team Leaders in a multi-channel environment.
You should be able to demonstrate a knowledge of regulatory and ombudsman requirements.
Experience of managing customer complaints and resolution
