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Customer Service Manager

£38000 - £38500 per annum
 
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Eva Quinn Trainee Consultant – Operational Support & Admin

Job Description

MMP Consultancy is currently recruiting an enthusiastic Customer Service Manager to join a National Social Housing Contractor based in North London.

Responsibilities:
* Ensuring that customer service delivery is continuously improved in ways that meet the needs of the customer as well as our clients.
* Implement and manage a robust customer feedback system to ensure continuous service improvement and contribute to improvement in customer feedback methodology.
* Develop systems and processes to enable customer enquiries to be dealt with at first point of contact wherever possible for planned works, responsive repairs and other property related services.
* Develop and maintain close working between the Contact Centre, internal teams and main contractors to enable an efficient, seamless service to be delivered to our customers.
* Liaising with all service areas to act as an intermediary for customers as and when required.
* Accept and case manage on behalf of Customer Service Advisors, difficult customer situations that have been escalated to them, ensuring the customers experience in dealing with us is positive.
* Implement and manage service standards for delivery.
* Provide control over quality and quantity of Contact Centre activities through regular monitoring and measurement including adherence to service standards and utilising resources in the most efficient manner.
* Ensure established policies and procedures are adhered to.
* Ensure that service delivery is continuously improved to meet the needs of the customer as well as our clients and business partners.

SIMILAR JOBS
  • list Customer Service Manager
    £38500 - £42000 per annum

    MMP Consultancy is currently recruiting an enthusiastic Customer Service Manager to join a National Social Housing Contractor based in North London.

    Responsibilities:
    * Ensuring that customer service delivery is continuously improved in ways that meet the needs of the customer as well as our clients.
    * Implement and manage a robust customer feedback system to ensure continuous service improvement and contribute to improvement in customer feedback methodology.
    * Develop systems and processes to enable customer enquiries to be dealt with at first point of contact wherever possible for planned works, responsive repairs and other property related services.
    * Develop and maintain close working between the Contact Centre, internal teams and main contractors to enable an efficient, seamless service to be delivered to our customers.
    * Liaising with all service areas to act as an intermediary for customers as and when required.
    * Accept and case manage on behalf of Customer Service Advisors, difficult customer situations that have been escalated to them, ensuring the customers experience in dealing with us is positive.
    * Implement and manage service standards for delivery.
    * Provide control over quality and quantity of Contact Centre activities through regular monitoring and measurement including adherence to service standards and utilising resources in the most efficient manner.
    * Ensure established policies and procedures are adhered to.
    * Ensure that service delivery is continuously improved to meet the needs of the customer as well as our clients and business partners.

  • Scheduler

    MMP Consultancy are looking to recruit a Property Services Scheduler on a temporary basis working for a Housing Association based in Camden.

    The role is to be responsible for the provision of effective and efficient administration surrounding the scheduling of repairs, services, compliance works and other technical projects. Contribute the effective completion of works to maximise the use of properties.

    This will be on a temporary basis paying £19.10 per hour.

    Responsibilities:

    * Responsible for an effective administration contribution to enable work to be carried out in a timely and compliant manner
    * Work as part of a high performing team and ensure your actions are supportive of the team being successful
    * Answers phones, emails, CRM cases and schedules and confirms appointments, and inputs data into the system
    * Maintaining all tasks, including raising jobs, requisitions, follow on works, sub-contractor works; ensure all records are always kept up to date including job details, appointments, job statuses, relevant time & dates, costs
    * Ensuring that operatives are working efficiently, and operative workload is maintained in line with the WIPs (Works in progress).
    * Phoning residents to ensure access is gained for works
    * Work with emergency appointments and resolve scheduling conflicts
    * Ensuring that subcontractors are completing jobs on time and they submit completed paperwork correctly ready for supervisor' review and contractor payment
    * Escalate any operatives/ contractors' issues to the relevant surveyor/ Head of Service
    * Ensuring you have the "first time fix" approach
    * Assisting operatives/ supervisors / surveyors
    * Assisting in the investigation of complaints (informal and formal) and expressions of dissatisfaction with the service
    * Maintaining the team inbox and the CRM cases and answering queries.
    * Updating the system with relevant information and create reports for analysis
    * Other administrative duties to support Property Services and liaising with other departments where necessary.
    * Any other reasonable duties to support service delivery

    Skills & Abilities:

    * Good level IT skills and literacy
    * Good communication skills, both oral and written
    * Self-motivated, resilient, assertive and confident
    * Proven experience of excellent customer service skills
    * Excellent organisational skills
    * Ability to scrutinise data and provide recommendations
    * Experience of working in the Housing/Property sector
    * Aptitude for complex data analysis and report compilation

    Title: Scheduler
    Location: Camden
    Salary: £19.10 an hour

  • Corporate Complaints & Insight Officer

    MMP Consultancy are looking to recruit a Corporate Complaints & Insight Coordinator on a permanent basis working for a housing association based in Camden.

    This role is central to the seamless management and delivery of the overall complaints & insight function. As brand ambassador for the team, you will work with the customers, internal & external stakeholders to ensure complaints handling excellence that facilitates early resolution and embraces continuous service improvement.

    This will be a temporary position paying £20.65 per hour.

    Responsibilities:

    * Ensure the accurate recording of customer complaints into the organisation and in line with our policy and procedures
    * Act as Business Champion supporting our internal stakeholders to investigate and respond to complaints in accordance with the Principles of Dispute Resolution
    * Proactively work with our internal and external stakeholders to prevent informal complaint escalation
    * Carry out peer reviews and scrutiny of complaints case handling to ensure it meets with our regulatory and statutory requirements
    * Coordination and facilitation of Housing Ombudsman referral packs in line with complaint handling code requirements
    * Challenge and escalate concerns identified in relation to poor complaint case handling
    * Day to day handling of complaints and supporting complainants through the complaints process customer first
    * Work with staff across all services to focus on getting the right solution first time for our customers and delivering high levels of satisfaction.
    * Ensure all front-line teams understand how to prevent dissatisfaction and what to do to put things right.
    * Maintain an up-to-date understanding of handling complaints and improving satisfaction and use this to delight customers at every interaction.
    * Use customer insight reports, complaints, audits and other statistics to shape and deliver best performance for you and your team.
    * Support better ways of working that drive efficiency, promote excellence and ensure value for money
    * Engage in a culture of developing innovative solutions and services that enhance our business, deliver on value for money and reflect our values.
    * Provide effective business partnering support to investigating managers to ensure thorough and robust investigations and responses of complaints
    * Create and enhance internal collaboration ensuring a high level of performance is maintained and targets met


    Skills & Abilities:

    * Experience of working within a complaint's environment
    * A wealth of experience about how to delight customers and manage expectations.
    * A commitment to social housing.
    * A 'can-do' attitude and solutions-driven, innovative approach that has successfully modernised services.
    * A desire to engage with customers, teams and stakeholders to champion the service and be a valued member of the team.
    * Be confident with strong communication skills, and excellent written skills
    * An understanding of how to manage difficult conversations face to face and by telephone
    * Experience of carrying out research and presenting written arguments in a concise but compelling way.
    * Excellent knowledge of all MS office applications including intermediate knowledge of outlook, word, excel and a working knowledge of vision

    Title: Corporate Complaints & Insight Coordinator
    Location: Camden
    Salary: £20.65 Umbrella