Head of Customer Service

My client is seeking a Head of Customer Service to lead on customer services for the council’s housing service and develop joint working relationships between all teams delivering customer service in Growth & Place.

Duties Include:

1. Contributing to and implementing a service improvement plan
2. Managing other aspects of the call centre’s daily operation
3. Monitoring random calls to assess and improve the quality of staff performance
4. Handling and resolving complex customer complaints
5. Bringing operatives back into the office and reducing the time spent working from home
6. Setting and meeting performance targets and carrying out periodic appraisals
7. Training and supporting Team Leaders who are responsible for Customer Service Advisors
8. Tracking user feedback, key performance indices, and other statistics
9. Preparing reports and making presentations to senior management and other stakeholders
10. Communicating the company’s goals so that all employees understand their role

If you have previous experience in these areas and are keen to develop your knowledge further, this is a perfect team for you. Management is willing to help all case managers be the best they can possibly be along with a strong hourly rate. #J-18808-Ljbffr