Contact Centre Manager

This is an exciting opportunity for a Contact Centre Manager to join our vibrant Customer Services Team, initially on a 6 months contract, whilst the current Contact Centre Management is on an internal secondment. If you are looking for an opportunity where you can truly make a difference to the lives of our customers and colleagues as well as join a highly driven and motivated team at a time of positive change, we would love to hear from you.

We are looking for an experienced Contact Centre Manager to be responsible for the leadership of our Contact Centre here at YHG, which supports our customers with access to all of our services whether that is requesting a new repair or enquiring about one of our properties.

What will I be responsible for doing?

While leading the Contact Centre Team (Your Response) team you will promote a personal and inclusive approach to liaising with customers allowing for a prompt and effective service to resolve the customers enquiries and requests. In this role you will also be responsible for leading Your Response and be accountable for its operational performance ensuring all operational KPIs are met. You will lead on the introduction, development and ongoing management of a Customer Care Team who will Triage cases to support our vulnerable customers in accordance with our Vulnerability, Support for Customers & Reasonable Adjustments Policy. This is to include the provision of training, guidance, and support to staff in accordance with this policy, as well as implementation of new systems to support the improvement of services and data analysis.

Key Responsibilities:

• Operated at a senior management level within a Registered Provider environment.
• Experience of managing a multi-channel/multi-disciplinary centre, preferably within a social landlord setting with plenty of senior level experience of leading multi-functional customer service teams.
• Embrace the culture of continuous improvement to support Value for Money throughout the organisation.
• Passion for doing things right first time.
• Experience of leading successful multi-disciplinary teams.
• Experience managing a large team, delivering support for customers.
• Demonstrate experience of delivering a high performing service.
• Experience of budget setting and financial control.
• Experience of designing and shaping services.
• Experienced at dealing with vulnerable individuals and handling sensitive subjects.
• Focused on providing the best quality of service to all customers.

This role is really suited to someone who likes to support and lead a vibrant team while making a positive difference within the community.

Your Housing Group is a registered social landlord helping people at every stage of life to live in quality homes they can afford. As one of the North’s sector-leading landlords, we are proud to play our role in tackling the UK’s housing crisis by continually reinvesting in our 29,000 properties and tailoring our services to meet the diverse needs of our customers. We also build over 1,000 new homes each year. We’re an employer of choice, over 88% of colleagues here recommend us as a ‘great place to work’.

What we offer:

In return we offer £38,000 – £45,000 for a 35-hour week, and 25 days (pro-rata) annual leave (holidays also increase with time served) plus Bank Holidays, but our employee offering provides much more than just a competitive salary and holiday allowance. We trust our people to manage their own diaries, if you need time for an appointment, the school run or an exercise class, as long as it fits with business needs, we’re open to what works for you too. And when you need to collaborate with your team, you can visit Youggle House – our wellbeing, social, collaboration and meeting space, in Birchwood, Warrington. On top of this, we’ll provide you with a great benefits package, including a contributory pension where we match whatever you choose to contribute (up to 8%), an advanced level Healthcare cash plan through BHSF, that doesn’t just provide dental and optician cashback but also health and wellbeing benefits (such as 24/7 GP Access, money back from prescriptions and alternative therapy treatments) and an amazing discount scheme that gives you access to half price cinema tickets, subsidised gym memberships and a huge range of discounts with some of the biggest high street and online names.

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