Customer Contact Team Manager Digital - Manchester, United Kingdom - Great Places Housing Group

Great Places Housing Group
Great Places Housing Group
Verified Company
Manchester, United Kingdom

4 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Salary:
Up to £34,000


Job Type:
Full Time, Permanent


Location:
Head Office


Benefits:

Competitive pension, 26 days holiday plus bank holidays, increasing with service, cycle to work scheme, season ticket loans for public transport plus much more.


What is the role?
You will be leading your team in customer experience to make a difference to customers.

You will be working as part of a fun team with five other managers that will share the workload and support you day to day.

You will be the digital guru and an ambassadorfor the Hub when representing the department in manager meetings across the business.

No day working here is the same your queries can range from unusual, wonderful, sad and sometimes distressing but each day you will be making a difference.

Your time willbe split between the office and working from home.

What you'll be doing as the specialist in Performance and Digital:

  • You will be expected to work flexibly between the hours of 8am and 6pm on a rota basis. From time to time you might be asked to work weekends and Bank Holidays to maintain good customer service but this will always be agreed in advance.
  • You will be lead on the customer experience delivered by the Hub to customers ensuring we are getting the basics right in line with our Customer Experience principles
  • You will oversee and be responsible for ensuring there is an appropriate, accurate and up to date rota in place that ensures colleagues know when and where and what they are expected to do both on a daily basis and into the future.
  • You will be responsible for delivering a suite of reports that covers overall team performance and individual colleague performance including commentary trends and service improvements that will allow all Customer Contact Team Managers to manage and measureindividuals performance.
  • You will ensure that the Customer Hub contact centre software is up to date and utilised appropriately to maximise performance including call monitoring and quality management systems and to identify and promote areas for improvement and best practice.
  • You will ensure that digital contact methods within the Customer Hub such as the website, portal and chat bot are responded to consistently and kept up to date and in line with changes within the business and are actively promoted and measured
  • Lead on the induction and training for new and existing staff ensuring it isappropriate and designed and delivered in a way to ensure colleagues deliver quality and timely services.
  • You will be responsible for the Business Continuity Plans for the Customer Hub are kept up to date and are activated appropriately

What you'll need:


  • It would be great if you have experience of working in a customer service management role with a focus on delivering excellent services within a robust performance management framework.
  • You will be able to use a negotiation/coaching style approach with colleagues to make sure that our colleagues deliver exceptional services.
  • You will have experience of detailed administration and recording procedures
  • You will be able to persuade and influence colleagues and customers
  • You will make decisions based on data and business intelligence.
  • You can motivate, inspire and influence a diverse and dispersed workforce, making sure that you lead by example
  • You will build effective relationships with colleagues and other stakeholders so you are able to find information and resolve problems
  • You will have experience of using Microsoft office or similar
  • You will be able to complete tasks in an accurate and timely manner when working under pressure
  • You will have good written and verbal communication as well as great organisation skills and the ability to timemanage your work load
REF-203253
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