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For Companies At a Glance
- Tasks: Lead the Customer Services team, ensuring top-notch service delivery and customer satisfaction.
- Company: Fortem Solutions is a nationwide leader in Social Housing, focused on repairs, maintenance, and decarbonisation.
- Benefits: Enjoy 25 days annual leave, gym discounts, and generous parental leave policies.
- Why this job: Join a dynamic team dedicated to making a positive impact in communities and enhancing customer experiences.
- Qualifications: Experience in managing multi-channel customer service centres and excellent communication skills are essential.
- Other info: We're Investors in People - Gold, promoting equality, diversity, and respect in the workplace.
The predicted salary is between 48000 - 72000 £ per year.
Fortem Solutions are currently recruiting for a Head of Customer Operations to join our Customer Services team, based in our head office in Hitchin, Hertfordshire. This is a brand new position that will focus on supporting our customers, contracts and services from across all of our contracts.
The Company
Fortem Solutions are a nationwide business specialising in the Social Housing sector. We provide Repairs & Maintenance, Retrofit, Capital Works and Decarbonisation workstreams within Local Authorities and Housing Associations.
Duties & Responsibilities
- Ensure Service Delivery meets stringent delivery targets
- Lead and manage the team, delivering Fortem's vision of "Every Home Matters"
- Embed a zero-accident culture of Health & Safety and ensure full legislative/statutory compliance at the centre
- Drive excellent performance levels with implementation of Service Improvement Plans
- Work within contract governance arrangements creating sustainable relationships at all levels and lead on customer satisfaction
- Manage all performance matters effectively to reduce risk of SLA/KPI breaches and associated service penalties
- Provide timely and accurate reporting of operational and commercial information in accordance with the agreed governance arrangements
- Ensure effective risk management processes and systems are deployed and managed to deliver resilient business and service continuity
- Work with Fortem and third-party suppliers to provide an integrated and seamless service delivery model to our customers and their stakeholders
- Undertake effective cost management in-line with agreed budgets and maximise opportunities for additional revenue streams and cost savings initiatives
- Embed staff training and learning and development
- Ensure appropriate levels of resources are deployed with succession and development plans in place
- Actively contribute to the development and growth of the customer experience strategy based upon understanding of customer feedback
- Provide visible and clear leadership promoting a culture of high performance and customer focus
What You Will Need
Essential
- Demonstrable experience in the management of a multi-channel (voice, live chat, email, digital) customer service centre delivering to large value multi-site customers to exacting timescales in a comparable environment
- Demonstrable track record of identifying, managing and implementing continuous improvement and innovation
- Excellent people communication skills with the ability to manage and develop positive relationships with customers, colleagues and stakeholders
- Continuous improvement of service across teams through performance and matrix management
- Experience of successfully managing a similar sized team
- Experience of various Customer Service and/or Service Delivery technologies: ideally social housing/service delivery systems and Microsoft Office
- Full UK driving licence
Desirable
- Experience within social housing
Benefits
- 25 days annual leave + bank holidays & your birthday off
- Pay review every January
- 26 weeks full pay maternity leave
- 8 weeks full pay paternity leave
- Discounted gym memberships at national and local gyms
- Up to £3,000 colleague referral fee
- Other benefits including dental care, private healthcare, cycle-to-work scheme, mobile phone provider discounts & more
Who We Are
We are part of the Willmott Dixon group, established in 2002. Fortem provides specialist property solutions tailored to keep homes and buildings running smoothly. Our highly trained teams deliver a range of internal and external repairs as well as high quality voids, planned installations and gas services.
Apart from our core functions, we have extensive experience in decarbonisation, specialising in making homes more energy-efficient and helping clients on their journey to become zero carbon. Our experience, commitment to best practice and exemplary quality, together with a genuine partnered approach, ensures we achieve excellent outcomes for our partners, clients and customers. We have an established track record of improving communities and creating better places for people to work and live. We are Investors in People - Gold, we believe in equality, diversity and respect for all and encourage applications from all sectors of the community.
Head of Customer Operations employer: Fortem Solutions Limited
Contact Detail:
Fortem Solutions Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Operations
✨Tip Number 1
Familiarise yourself with Fortem Solutions' mission and values, especially their focus on 'Every Home Matters'. This will help you align your leadership style and customer service philosophy with their vision during any discussions or interviews.
✨Tip Number 2
Prepare to discuss your experience in managing multi-channel customer service centres. Be ready to share specific examples of how you've improved service delivery and customer satisfaction in previous roles, as this is crucial for the Head of Customer Operations position.
✨Tip Number 3
Highlight your ability to implement continuous improvement strategies. Think of concrete instances where you've successfully driven performance improvements and how those experiences can translate to the social housing sector.
✨Tip Number 4
Network with professionals in the social housing sector. Engaging with industry peers can provide insights into current trends and challenges, which you can leverage to demonstrate your knowledge and commitment to the role during the application process.
We think you need these skills to ace Head of Customer Operations
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in managing multi-channel customer service centres. Emphasise your track record in continuous improvement and innovation, as these are key aspects of the role.
Craft a Compelling Cover Letter: In your cover letter, address how your leadership style aligns with Fortem's vision of 'Every Home Matters'. Use specific examples from your past roles to demonstrate your ability to drive performance and manage teams effectively.
Highlight Relevant Skills: Clearly outline your communication skills and experience in building positive relationships with customers and stakeholders. Mention any familiarity with customer service technologies, especially those related to social housing.
Showcase Your Achievements: Include quantifiable achievements in your application, such as improvements in customer satisfaction scores or successful implementation of service improvement plans. This will help illustrate your capability to meet the stringent delivery targets mentioned in the job description.
How to prepare for a job interview at Fortem Solutions Limited
✨Showcase Your Leadership Skills
As a Head of Customer Operations, you'll need to demonstrate your ability to lead and manage teams effectively. Prepare examples of how you've successfully led teams in the past, focusing on your approach to fostering a high-performance culture and promoting customer focus.
✨Understand the Company’s Vision
Familiarise yourself with Fortem Solutions' vision of 'Every Home Matters'. Be ready to discuss how you can align your strategies and initiatives with this vision, particularly in terms of service delivery and customer satisfaction.
✨Prepare for Performance Management Questions
Expect questions about how you handle performance matters and ensure compliance with SLAs and KPIs. Think of specific instances where you've implemented Service Improvement Plans or managed risks effectively to avoid service penalties.
✨Demonstrate Continuous Improvement Mindset
Fortem Solutions values innovation and continuous improvement. Be prepared to discuss your experience in identifying areas for improvement within customer service operations and how you've successfully implemented changes that enhanced service delivery.
