Customer Service Centre Manager
- Recruiter
- Confidential
- Location
- Nottingham
- Salary
- 38553.00 - 41591.00 GBP Annual
- Posted
- 01 Jul 2022
- Closes
- 20 Jul 2022
- Sectors
- Customer Service & Call Centre
- Contract Type
- Permanent
- Hours
- Full Time
Our Housing department are looking to recruit a Customer Service Centre Manager to work within our Tenant Experience team.
Based in Nottingham
Salary: GBP38,553 - GBP41,591 per annum, plus excellent benefits package
Hours: 37 hours per week
We are currently looking for a Customer Service Centre Manager to join us to lead, develop and promote the Customer Service Centre by providing strategic and operational direction to the customer services contact team, working with tenants, customers and other key stakeholders in developing a right first time approach to enable tenant and customer service excellence. This is a pivotal role within our organisation and we are looking for candidates who have a desire to put our tenants and customers at the forefront ensuring exemplary customer service delivery.
The role:
Lead a tenant and customer-focused Customer Services Centre that achieves high levels of service satisfaction through the delivery of a right first time approach.
Lead, develop and motivate a team of Customer Service staff, ensuring performance is monitored through agreed processes.
Work collaboratively with colleagues to promote and deliver joined up service development and delivery, resulting in a seamless service to tenants and customers.
Maintain and develop external networks and benchmark performance and initiatives against current best practice.
Promote a strong rent first culture message to maximise income.You will have a strong background in customer services, preferably with experience of customer services within a housing environment, and will need experience of managing a team, in order to succeed in this role. You will display the drive and determination to provide excellent tenant and customer service and making a difference to Nottingham City Homes tenants across the City.
Strong interpersonal and communication skills and the ability to listen and respond to challenging issues and behaviours are essential to this role. You will be required to deal with some sensitive, sometimes difficult and demanding matters within this role and as such we are looking for people who can utilise their negotiation and mediation skills while maintaining a customer focused approach.
About us:
Nottingham City Homes is an award-winning company that manages around 27,500 homes across the city on behalf of Nottingham City Council. Our vision is to create homes and places where people want to live . Nottingham on Call is our 24/7 call centre providing specialist advice and support to elderly and vulnerable residents across Nottingham City and surrounding areas who use our lifeline emergency response systems. We also act as an emergency repairs call centre for tenants outside of office hours.
Salary and benefits:
In exchange for your hard work you will receive a fantastic benefits package that includes:
Flexible working
A generous holiday entitlement and additional holiday purchase scheme
Government pension scheme
Clear pay structure and annual salary reviews in line with national agreements
Learning and development opportunitiesNottingham City Homes offer a variety of additional benefits, more details can be found on our website.
How do I apply?
To join us and help make a real difference to people s lives, follow the link: . Please note as part of your application you will be asked to submit a CV and supporting personal statement outlining how you feel you meet the person specification for this role.
Closing date: 14 July 2022 (midnight) - We may close this early if we receive high volumes of applications
If you want to be part of a winning team that s making a real difference, click on the apply link to visit our website.
We welcome applications from all sections of our diverse community. Nottingham City Homes is a Disability Confident employer
Based in Nottingham
Salary: GBP38,553 - GBP41,591 per annum, plus excellent benefits package
Hours: 37 hours per week
We are currently looking for a Customer Service Centre Manager to join us to lead, develop and promote the Customer Service Centre by providing strategic and operational direction to the customer services contact team, working with tenants, customers and other key stakeholders in developing a right first time approach to enable tenant and customer service excellence. This is a pivotal role within our organisation and we are looking for candidates who have a desire to put our tenants and customers at the forefront ensuring exemplary customer service delivery.
The role:
Lead a tenant and customer-focused Customer Services Centre that achieves high levels of service satisfaction through the delivery of a right first time approach.
Lead, develop and motivate a team of Customer Service staff, ensuring performance is monitored through agreed processes.
Work collaboratively with colleagues to promote and deliver joined up service development and delivery, resulting in a seamless service to tenants and customers.
Maintain and develop external networks and benchmark performance and initiatives against current best practice.
Promote a strong rent first culture message to maximise income.You will have a strong background in customer services, preferably with experience of customer services within a housing environment, and will need experience of managing a team, in order to succeed in this role. You will display the drive and determination to provide excellent tenant and customer service and making a difference to Nottingham City Homes tenants across the City.
Strong interpersonal and communication skills and the ability to listen and respond to challenging issues and behaviours are essential to this role. You will be required to deal with some sensitive, sometimes difficult and demanding matters within this role and as such we are looking for people who can utilise their negotiation and mediation skills while maintaining a customer focused approach.
About us:
Nottingham City Homes is an award-winning company that manages around 27,500 homes across the city on behalf of Nottingham City Council. Our vision is to create homes and places where people want to live . Nottingham on Call is our 24/7 call centre providing specialist advice and support to elderly and vulnerable residents across Nottingham City and surrounding areas who use our lifeline emergency response systems. We also act as an emergency repairs call centre for tenants outside of office hours.
Salary and benefits:
In exchange for your hard work you will receive a fantastic benefits package that includes:
Flexible working
A generous holiday entitlement and additional holiday purchase scheme
Government pension scheme
Clear pay structure and annual salary reviews in line with national agreements
Learning and development opportunitiesNottingham City Homes offer a variety of additional benefits, more details can be found on our website.
How do I apply?
To join us and help make a real difference to people s lives, follow the link: . Please note as part of your application you will be asked to submit a CV and supporting personal statement outlining how you feel you meet the person specification for this role.
Closing date: 14 July 2022 (midnight) - We may close this early if we receive high volumes of applications
If you want to be part of a winning team that s making a real difference, click on the apply link to visit our website.
We welcome applications from all sections of our diverse community. Nottingham City Homes is a Disability Confident employer