Customer Communications Centre Assistant Manager

Bedford (Hybrid)

£36,806 per annum

1 x Permanent role

1 x Fixed Term Contract (14 Months)

Full Time (Monday - Friday, 37 hours per week)

We have two exciting opportunities for Assistant Contact Centre Managers to join our busy Customer Communications Centre on a full-time basis. Both roles will be on a full-time basis, one role on a permanent basis and one on a 14 month FTC.

In this key role, you will proactively manage a team of Customer Communication Centre Advisors, trained in both general queries and/or repairs, ensuring they deliver a great customer experience and meet targets.

What you will be doing:

• Supporting the Customer Communications Centre Manager to ensure the on-going success of the department.

• Responsible for regularly reviewing the service within the Customer Communications Centre to create efficient ways of working and deliver a great customer experience.

• Ensuring delivery of high levels of customer satisfaction to meet the Customer Communication Centre’s objectives and KPI’s by driving first contact resolution through performance management and coaching.

• Ensuring staff are kept upskilled and knowledge reflects functions of all business units across the organisation.

We’d love to meet someone with:

• Confidence and adaptability to change to meet targets and the changing needs of customers.

• Sound knowledge of Housing and responsive repairs.

• Experience of leading large teams in a busy and demanding environment.

• A strong influencer and negotiator to help drive process changes and efficiencies.

• Experience of managing a high and varied workload to ensure priorities are negotiated and met.

• The ability to work independently without the need for dictated direction.

Amongst what we offer you is:

• A competitive salary

• 28 days holiday PLUS Bank Holidays

• A generous contributory pension scheme

• Private health care

• Free life assurance

• Access to an extensive suite of wellbeing services and tools including a digital gym

• Opportunities for learning and development

• Discounted gym membership

• Retail discount scheme

Please note the successful candidate will need to complete a basic DBS application.

Closing date: 1st November 2024

Interview date: To be confirmed

We reserve the right to close this recruitment if it is deemed that we have received a suitable number of applications. On this basis we would advise that applications are submitted as soon as possible.