Customer Service Manager

Milton, Stoke-on-Trent
1 year ago
Applications closed

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Job Opportunity: Customer Service Manager - Temporary Contract 🌟

Position: Customer Service Manager

Contract Duration: ASAP, 5 Months With the possibility of an extension.

Working Hours: 37 Hours Per Week, 09:00 - 17:00.

Location: ST1 6AY

Pay Rate: ÂŁ15.58 per hour (PAYE)

Role Overview:

To act as a conduit for all proactive outbound customer communications to keep Unitas customers informed throughout our customer journey and reduce unnecessary complaints.

To lead on the management of complaints, Housing Ombudsman cases, MP service requests, Councillor enquiries, Freedom of Information Requests (FOIs) and the resolution of complex customer issues and enquiries for all services provided by Unitas.

Key Responsibilities:

To be responsible for providing the first point of contact resolution to all customers accessing the Unitas feedback service.
To provide an excellent service to customers who have complaints, ensuring that concerns are fully understood and addressed comprehensively, minimising further issues. Taking responsibility for ensuring that customer communications are of a high quality and meet the requirements of the Housing Ombudsman Complaint Handling Code and the City Council's Complaints Policy.
To work closely with all service areas within the business to investigate and resolve the issues to ensure that satisfactory outcomes are achieved.
To provide reports to the business as required, highlighting learning from complaints and identifying areas where service improvements need to be developed.
To deliver the continual development of the Customer Experience Service through training with a focus on developing approaches to embed the learning.Skills and Experience:

NVQ level 2 or equivalent qualification in a subject relevant to providing outstanding customer service
Detailed knowledge of GDPR legislation about customer care and handling of information.
An in-depth knowledge of customer feedback procedures, with an awareness of housing legislation and the Housing Ombudsman's Complaints Handling Code.
Proven experience working in a Housing, Repairs Service or Customer Service role
Experience in maintaining and utilising appropriate IT systems to assist with the delivery of management information.
Effective communicator who can liaise with people at all levels, using persuasive and negotiation skills and providing relevant advice and guidanceDisclaimer: By applying for this role, you give consent for your information to be forwarded to our Client(s) and information of which may be retained within our databases therefore also agreeing to be represented by i-jobs with respect of the vacancy you're applying

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