Head of Repairs Customer Contact - Hybrid

Guardian Jobs; Peterborough; Hybrid; GBP 67,000; Full time

Job summary

A community-focused organization is seeking a Head of Customer Contact - Repairs based in Peterborough. The ideal candidate will lead a dedicated team in delivering exceptional service, enhancing customer experiences, and achieving performance targets. Responsibilities include managing the contact center operations and improving service quality. This role offers a salary of £66,003 per annum with generous benefits supporting employee wellbeing and career development.

Benefits

28 days holiday plus bank holidays

Cash health plan and wellbeing support

Financial perks such as car leasing options

Defined Contribution and Defined Benefit pension schemes

Enhanced parental leave and flexible working options

Career development training and support

Qualifications

• Experience leading a team in a high-volume contact center environment.
• Familiarity with managing customer expectations across varied contact channels.
• Ability to monitor resources and manage costs.

Responsibilities

• Lead the Repairs Contact Centre to deliver excellent customer service.
• Manage performance and quality in the contact center.
• Use data to drive service improvements.

Skills

People management

Customer service

Negotiation skills

ICT proficiency

Communication skills

Education

CIH qualification or willingness to work towards

Tools

MS Office

Job description

A community-focused organization is seeking a Head of Customer Contact - Repairs based in Peterborough. The ideal candidate will lead a dedicated team in delivering exceptional service, enhancing customer experiences, and achieving performance targets. Responsibilities include managing the contact center operations and improving service quality. This role offers a salary of £66,003 per annum with generous benefits supporting employee wellbeing and career development.