Repairs Customer Service Manager

Enfield


Job Role

Lead the housing resolution customer support team, available to provide back-office administration, first tier escalation, inbox management and support with complaints and members enquiries.

Provide leadership, support and motivation the team to ensure that all staff are recruited, trained, managed, appraised and developed effectively in accordance with Enfield Council policies and procedures.

Provide operational leadership of the Customer Service Team, designing operational plans to translate the strategic objectives set into tangible operational outcomes and service improvements.

Embed a customer focused approach to continuous service improvement and respond creatively to the needs and aspirations of residents. Promote and encourage resident involvement. Review customer feedback and complaints regularly and use these to improve the service.


Key Accountabilities:

Design and manage the housing resolution centre and Customer Support Team (all channels) to support the Council Housing service including ERD.

Manage and lead the transition to create the Housing Resolution Centre, ensuring accurate workforce planning and the development of a comprehensive training programme across Housing and Repairs to upskill agents to respond to 80% of calls at the first point of contact.

Manage the repairs inbox ensuring timely responses to service requests from customers and staff.

Complaints and Members Enquiries Service, monitoring and tracking outstanding actions through to resolution.

Responsible for collecting, analysing and acting on customer feedback in real time to drive improvements in customer satisfactions.

Liaise with customer services in relation to the corporate CRM solution, reporting and scheduling of call handlers.

Provide accurate and timely reporting on call, handling, planning and the Customer Support Team ensuring each team meets and exceeds its objectives and KPI targets.

Set and monitor individual and team performance standards. Constructively challenge and take action with pace where there are performance shortfalls. Ensure that clear team and individual goals are in place and communicated. Develop talent and provide training, guidance and coaching to team members. Manage change, adapt service offer and ways of working.