Customer Service Manager - North London, United Kingdom - MMP Consultancy

Description

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

• 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