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Repairs Customer Service Team Leader
Billie Gumble Recruitment Consultant – Social Housing & Operational Support
Job Description
MMP Consultancy are looking to recruit a Repairs Customer Service Manager to join a Local Authority in North London on a temporary basis.
* Lead the housing resolution customer support team, available to provide back-office administration, first tier escalation, inbox management and support with complaints and members enquiries
* Provide leadership, support and motivation the team to ensure that all staff are recruited, trained, managed, appraised and developed effectively in accordance with the council's policies and procedures.
* Provide operational leadership of the Customer Service Team, designing operational plans to translate the strategic objectives set into tangible operational outcomes and service improvements.
* Develop the online and digital offer for repairs
* Embed a customer focused approach to continuous service improvement and respond creatively to the needs and aspirations of residents. Promote and encourage resident involvement. Review customer feedback and complaints regularly and use these to improve the service.
* Carry out and co-ordinate all financial, administrative, performance management, quality assurance and recording tasks in relation to this role and maintain detailed, accurate records of all activities in accordance with legislation and policies and procedures
* Manage and lead the transition to create the Housing Resolution Centre, ensuring accurate workforce planning and the development of a comprehensive training programme across Housing and Repairs to upskill agents to respond to 80% of calls at the first point of contact
* Manage the repairs inbox ensuring timely responses to service requests from customers and staff
* Complaints and Members Enquiries Service, monitoring and tracking outstanding actions through to resolution
* Responsible for collecting, analysing and acting on customer feedback in real time to drive improvements in customer satisfactions
* Liaise with customer services in relation to the corporate CRM solution, reporting and scheduling of call handlers
* Provide accurate and timely reporting on call, handling, planning and the Customer Support Team ensuring each team meets and exceeds its objectives and KPI targets
* Provide an integrated end to end repairs customer service function across multiple channels building Council Housing Repairs digital offer and developing strategies to support channel shift
* Lead the service improvement planning across customer service, planning and repairs, ensuring an effective performance monitoring and call quality monitoring system is in place
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