Customer Service Manager

  • Location
    London, Greater London
  • Salary
    £ 20 - £ 21 / Hour
  • Category
    Sales & Retail - Customer Service Manager
  • Job type
  • Industry
    Charity and Not-for-profit
  • External Reference

My client, a housing association based in East London, are currently seeking a Hub Manager to join them on a temporary basis.

The ideal candidate will offer very strong contact centre/customer service experience in a management role. Housing experience is not essential although would be advantageous.

The jobs purpose will be:

  • Lead a team responsible for providing caring, professional and timely responses to all contacts.

  • Lead the team to respond to contacts from all sources ensuring that queries, complaints and requests are responded to correctly at first contact; or appropriate referrals are made.

  • Lead the organisation's customer service culture.

Main Duties and Responsibilities

  • Deal with complex enquiries about and prepare reports on all aspects of role

  • Develop, manage, motivate, support and train a team to deliver excellent, value for money services.

  • Ensure appropriate action is taken to deal with areas of identified weaknesses.

  • Foster a culture of respect and excellence in the delivery of services to residents.

  • Keep up-to-date with services provided by my client and partner agencies and provide information, support and advice to residents and others about them.

  • Lead and develop a team that provides first point of contact for residents; providing a caring, professional and timely response to contacts from whatever source.

  • Liaise with colleagues in other teams; statutory and other agencies; and other stakeholders to ensure a seamless responsive service.

  • Maintain expert knowledge, ensuring policy, procedure and practice reflects regulatory, statutory, best practice and legal precedent.

  • Manage the logging of contacts and provision of advice to residents and stakeholders on progress; thereby ensuring that this information has been received, logged accurately and acted upon in accordance with agreed timescales.

  • Manage the delivery of excellent reception services; as well as the answering of telephone calls, emails, text messages, letters, Members Enquiries, initial complaints and other contacts.

  • Manage the processing of post and other documents for the whole organisation.

  • Promote a positive image of my client.

  • Responsibility for refining and promoting the organisation's digital services to ensure they reflect the service ethos.

  • Responsible and accountable for developing a culture that embraces and drives a service ethos and service improvement.

  • Set-up administrative systems that ensure proper recording of information and smooth running of the service.

  • Use office equipment, information and communication software and technologies.

  • Perform other duties as may be reasonably required by your line manager or other manager.

  • Conduct yourself in line with the standards of conduct and behaviour detailed in my client's standards. These include awareness of risk, health and safety, data protection, ICT use and embracing diversity.

Should believe you are suitable please submit your CV today!

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Please apply with your CV to: Ellouise Champion