Head of Customer Services (Housing)

HEAD OF CUSTOMER SERVICES - INTERIM

Major UK Housing organisation is currently recruiting for a temporary Head of Customer Services for a minimum of 4 months, with the potential of being extended further.

The candidate will be managing the Customer Contact Centre, which consists of two departments, the Customer Care and Administration. The department covers many aspects of the customer services department including inbound payments, repairs, central repair, property repairs and specialist admin.

The department is undergoing a change shortly and the manager will be brought in to maintain stability whilst helping to implement the change. They will be in charge of c.85 members of staff and will have 2 Operations Managers and 8 Team Leaders reporting to them to assist with the day to day running of the department.

The Head of Customer Services is responsible for leading and developing an effective, efficient and comprehensive first point of contact service for housing customers, whether the requirement is to take a rent payment or arrange a property repair.

The ideal candidate will have previous experience and success in Contact Centre management, ideally within a housing background. They will also have experience of central and property repairs and managing a well supported hierarchy.

Essential:
An experienced senior Contact Centre manager, with a track record of leading teams in a performance driven environment
Significant customer service experience and able to demonstrate a track record of running a customer service function highly regarded by its customers and other stakeholders
Demonstrable experience of maintaining structure and consistency during periods of change implementation
Articulate with strong communication and networking skills internally and externally
Strong analytical skills, with experience of managing and interpreting service centre data and reporting findings. Demonstrable experience of using data to drive forward necessary changes to operating practices for the benefit of internal and external customers
Experience of responding positively within an environment of change and demonstrable ability to initiate change and service improvements
Competent budgeting and business planning skills

Desirable:
Service delivery of maintenance and housing services