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Customer Service Manager

Customer Service Manager

  • Location

    Royal Tunbridge Wells

  • Sector:

    Public Sector

  • Job type:

    Permanent

  • Salary:

    £36.5k per year

  • Contact:

    Jolie Jackson

  • Contact email:

    jolie.jackson@buildrec.com

  • Contact phone:

    07534119782

  • Job ref:

    20324

  • Published:

    about 1 month ago

  • Expiry date:

    2022-01-12

Customer Service Manager 

Permenant 

Tunbridge Wells 

Full Time / Monday - Friday 8am - 5pm 1 hour lunch 

£36,500 Salary 

Accountabilities: 

  • Ability to lead a team of schedulers, RSAs and administrators to maximise productivity, efficiencies and effectiveness.
  • Manage complaints effectively to identify patterns and trends and instigate and lead on improvements of the service.
  • Manage a team to lead on the investigation of complaints from tenants, staff and tenants
  • Champion excellent customer service
  • Review, monitor and challenge KPI data to identify shortfalls in the service and implement processes for improvement
  • Responsibility for ensuring that team adhere to company policies and procedures
  • To positively contribute to inducting /on boarding new staff with a view to them becoming an asset to the team/contract.
  • To manage all team members and ensure expectations and responsibilities are clear to all and that all team targets are achieved. Performance management of workforce to ensure individual measures are communicated and achieved.
  • Develop and maintain excellent customer relationships
  • Attend regular performance review/contract monitoring meetings with the Client
  • Ability to lead a team of schedulers, RSAs and administrators to maximise productivity, efficiencies and effectiveness.
  • Manage complaints effectively to identify patterns and trends and instigate and lead on improvements of the service.
  • Manage a team to lead on the investigation of complaints from tenants, staff and tenants
  • Champion excellent customer service
  • Review, monitor and challenge KPI data to identify shortfalls in the service and implement processes for improvement
  • Responsibility for ensuring that team adhere to company policies and procedures
  • To positively contribute to inducting /on boarding new staff with a view to them becoming an asset to the team/contract.
  • To manage all team members and ensure expectations and responsibilities are clear to all and that all team targets are achieved. Performance management of workforce to ensure individual measures are communicated and achieved.
  • Develop and maintain excellent customer relationships
  • Attend regular performance review/contract monitoring meetings with the Client

skills:

  • Ability to manage administration teams
  • Advanced level of Microsoft Excel and Word
  • Experience with scheduling software, and Impact Response in particular, an advantage
  • Ability to maintain confidentiality at all levels
  • Intepretation of data skills
  • Administrative experience
  • Excellent written communication
  • Attention to detail
  • Ability to work on own initiative
  • Ability to communicate with people at all levels

Behaviours:

  • Excellent leadership, leading by personal example and setting the standard.
  • Excellent communicator (written and verbal).
  • Be clear and concise, clarify and communicate the team’s objectives and the plan to deliver.
  • The ability to motivate and get the best out of your team.
  • Inspire those around you.
  • Energy.
  • The ability to work on your own and as part of a team.
  • Feel empowered and empower others.
  • Support and where necessary mentor others to achieve success.
  • Assertive
  • Good and effective organisation skills

If you are interested in this job please apply with your most up to date CV.

Build Recruitment Limited acts as an Employment Business for the supply of temporary workers and an Employment Agency in relation to permanent vacancies. Build Recruitment is an equal opportunities employer.