Customer Service Manager

TN United Kingdom; Canterbury; On-site; GBP 32,000 - 38,000; Full time

Job summary

An established industry player is seeking a dedicated Call Centre Manager to oversee operations and ensure exceptional service delivery. This permanent, office-based role offers an exciting opportunity to lead a team within the social housing sector. You will be responsible for managing the contact centre, training staff, and continuously improving processes to enhance customer experience. If you have a passion for team management and a background in call centre operations, this role is perfect for you. Join a supportive environment where your contributions will make a significant impact on service excellence.

Qualifications

• Experience managing a team in a call centre environment.
• Strong understanding of customer service principles.

Responsibilities

• Manage the contact centre and ensure excellent service delivery.
• Provide training and mentoring to staff and collaborate with departments.
• Monitor KPIs and prepare reports for internal use.

Skills

Team Management

Call Centre Operations

Customer Service

Process Improvement

Job description

Monday - Friday
Permanent position
£32-38,000 per annum
Office based
8am - 5pm
Must have experience managing a team within a Social Housing/Repairs environment

Job Responsibilities:

1. Overall responsibility for the contact centre and 24/7 OOH external service provided by a third party.
2. Ensure the Call Centre IT suite and product are fully operational to provide excellent service to customers.
3. Provide training and mentoring to new and existing staff; collaborate with other departments to ensure effective end-to-end process delivery, including accurate diagnosis and scheduling of calls.
4. Manage Call Centre mailboxes, ensuring they are kept clear and actions are taken promptly.
5. Support Customer Solutions Advisors with escalations and repair enquiries.
6. Direct line management of the Customer Solutions team.
7. Conduct monthly team meetings and one-to-one sessions.
8. Manage weekly rota and ensure shift coverage.
9. Handle escalated calls as needed.
10. Perform monthly call audits and scoring for team members.
11. Monitor and report on KPIs and statistics.
12. Prepare monthly and weekly reports for internal use and client meetings.
13. Oversee the live monitor system.
14. Review productivity and processes continuously for improvements.
15. Identify and implement service improvement opportunities.
16. Monitor trends regularly to inform decision-making.
17. Manage relationships between the Customer Experience (CEX) and operational teams.
18. Lead monthly lessons learned reviews.
19. Attend resident meetings and board meetings as required.
20. Work closely with resident teams based on client contracts.
21. Participate in monthly meetings with clients.
22. Keep the team updated on any changes or relevant information.
23. Maintain professional relations with client teams.
24. Understand the contractual and commercial aspects of the business, including budgets, coding, and job allocations.
25. Attend new bid interviews if required.
26. Contribute to the mobilisation of new contracts.

Candidate Profile:

This role is suitable for someone with previous experience managing a call centre, particularly within Housing.

Additional Notes:

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Created on 26/04/2025 by TN United Kingdom