Assistant Customer & Support Services Manager

Sixeyed Consulting; London; On-site; GBP 42,000 - 48,000; Full time

Job summary

An established industry player seeks a dedicated Assistant Customer & Support Services Manager for a fixed-term role. This position offers the chance to lead a team responsible for managing repair works and ensuring high-quality service for residents. You will be at the forefront of improving processes and motivating staff, making a significant impact on the community's housing services. If you are passionate about customer service and have strong management skills, this opportunity is perfect for you. Join us in making a difference in the lives of many while working in a supportive and dynamic environment.

Qualifications

• Experience in managing customer support teams and service delivery.
• Ability to analyze performance metrics and implement improvements.

Responsibilities

• Manage the Customer & Support Services Team effectively.
• Oversee repair works orders and ensure quality service delivery.
• Motivate staff and assist in developing procedures for efficiency.

Skills

Management Skills

Problem Solving

Performance Management

Customer Service

Education

Relevant Management Qualification

Job description

Contract type: Fixed Term Contract – 12 months

Salary: £42,750 – £47,620 per annum inclusive of all allowances

Location: Barbican Estate Office, 3 Lauderdale Place

Workplace Attendance Category for this role is: Completely workplace based, with no option to work from home.

The City of London's Housing Service manages 13 estates, totalling 5500 homes. Three of these estates are in the Square Mile (including the iconic Barbican Estate) and a further 10 estates are in neighbouring London boroughs.

Our tenants and leaseholders are at the heart of everything we do, supporting us as we strive to effectively manage, maintain, and improve the property that is their home. The Repairs Service Desk aims to provide a quality service to Barbican Residents and Housing Tenants, starting the moment our customers contact us.

With new technologies and having the right people will help us to deliver:

• Getting it right first time and consistent services that meet the needs of the customer and the City of London Corporation.
• Responsible for the life cycle of our repair works orders, including cost code and financial checks and payment and invoicing processes.
• Lead, manage, analyse, problem solve and be accountable for the work of the Customer & Support Services Team (repairs service desk) functions who are the first line contact between clients occupying the City’s domestic and commercial properties and contractors in relation to the planned maintenance and breakdown maintenance faults and requirements.
• Responsible for carrying out the performance management activities, including call monitoring and in the provision of performance information and reports about repairs and the associated procedures to help improve the service.
• Motivate and manage staff in the day-to-day operation of the functions, ensuring appropriate processes and systems are in place.
• Assist the CSSM in the review and development of procedures and processes and ICT systems, to maximise efficiencies within the team, including reports to monitor contractor performance against department budgets.

To help us achieve these aims we now have a full-time 12-month fixed-contract position available in the Repairs Service Desk - Property Services team as Assistant Customer & Support Services Manager. Reporting to Customer and Support Services Manager and indirectly responsible for x7 CSSO’s and directly responsible for management of apprentices, induction and training of new staff, provision of training & development of the CSSO’s.

Closing date: 12 noon on 14 February 2025.

Interviews will be held: W/C 24 February 2025

The City of London Corporation is committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment. We are committed to Equal Opportunities and welcome applications from all sections of the community.