Assistant Customer Service Manager

Approach Personnel Ltd; Leicester; On-site; GBP 40,000 - 50,000; Full time

Benefits offered by this job

Private medical insurance

Life assurance scheme

Employee assistance program

Paid travel

Job summary

Approach Personnel Ltd is seeking an Assistant Customer Service Manager to support the Customer Service Manager, oversee a CS team, and travel to sites across the Midlands. This permanent role offers a comprehensive benefits package.

Ideal candidates will have experience managing a team within the social housing or construction sector, strong customer handling skills, and knowledge of housing regulations. Travel to multiple sites is required.

Qualifications

• Experience managing a team in social housing/construction.
• Excellent customer handling and resident expectation management.
• Knowledge of Social Housing regulations.

Responsibilities

• Support the Customer Service Manager in day-to-day functions and act on their behalf in their absence.
• Assist Customer Service Manager to manage, provide support and motivation to our Senior RLOs and RLOs, ensuring tasks are completed in an orderly and effective manner.
• Liaising with Project Managers to identify, manage and resolve all customer issues.
• Attend sites to assist Senior RLOs and RLOs, and delivery team to ensure team members are well-versed in customer service principles and training as required.
• Assist with management of in-house customer service system including site records templates, local documentation, and communication plans.
• Deliver/support the delivery of customer service presentations to residents prior to and during projects.

Skills

Team management

Customer service

Dispute resolution

Social housing regulations

Job description

Are you an experienced customer service professional, with a background working for a social housing contractor?

Approach Personnel are proud to be partnered with a growing, regional specialist social housing contractor, who are currently looking to appoint an Assistant Customer Service Manager to join them on a permanent basis. As an Assistant Customer Service Manager, you will be responsible for assisting the Customer Service Manager in the day to day operations of the CS team, monitoring performance and training new hires.

What's in it for you?

• Basic salary up-to £50,000 (D.O.E)
• Private medical insurance
• Life assurance scheme
• Employee assistance program
• Paid travel

What are we looking for?

• Experienced in managing a team, ideally within social housing/construction sector.
• Excellent customer handling skills and managing resident expectations.
• Strong ability to resolve disputes.
• Strong knowledge of Social Housing regulations.
• Willingness to travel to sites across the Midlands.

Key Responsibilities:

• Support the Customer Service Manager in day-to-day functions and act on their behalf in their absence.
• Assist Customer Service Manager to manage, provide support and motivation to our Senior RLO's and RLO's, ensuring that assigned tasks are completed in an orderly and effective manner.
• Liaising with Project Managers to ensure identification, management and resolution of all customer issues.
• Attend sites to assist Senior RLO's and RLO, as well as delivery team ensuring all the members of the team are well-versed with the principles of customer service and provide training as required.
• Assist with management of in-house customer service system including site records templates, local documentation, and communication plans.
• Deliver/support the delivery of customer service presentations to residents prior to and during projects