Customer Relations Manager
Customer Relations Manager
Salary: £33,000 per annum
Hours: 36.25 hours per week
We have an excellent opportunity for a Customer Relations Manager to join our Customer Service Centre in Coventry. This is a key role within the business that will see you lead our Customer Relations Team to efficiently deal with grievances in order to improve the customer experience and resolve formal complaints.
The Customer Relations Team's primary function is to manage customer complaints which can vary from housing maintenance issues, rent disputes and external complaints from third parties. The team liaises with external groups and individuals including the Housing Ombudsman, MP's and other third party representatives. You will ensure that the team works with all areas of the business, ensuring that customers are responded to in a timely manner and feedback is given where appropriate.
A key part of the role will be to identify areas for improvement, highlighting root cause of customer facing issues, mitigating risk to the business and supporting the Customer Service Centre in driving improvements to customer service delivery.
You must have experience of leading a team within a complaint handling environment. This should include dealing directly with customer enquiries by email, phone and letter. You will be tasked with motivating and supporting the team providing training, appraisals and dealing with any disciplinary matters.
You will have experience of working with stakeholders including dealing with senior/executive level colleagues as well as third party individuals and groups.
Experience of working within a fast-paced customer service environment is essential. Successful candidates will also have strong interpersonal skills as it will be necessary to build strong working relationships with partners across the business.
This is an exciting new team that has only been created less than a year ago; as such there is lots of focus and opportunity for development within this role. We believe that an organisation's best asset is its people, and as such we want everyone to feel that they can make a difference. We want to unlock the potential in all Orbit employees and maximise their satisfaction in the job. We have a corporate training programme, opportunities for professional development and our staff tell us we are a great organisation to work for. We offer an excellent benefits package including private medical insurance, discounted dental insurance and gym membership, 27 days holiday entitlement and pension scheme.
As one of the country's largest housing associations, Orbit owns and manages 40,000 homes and is committed to its purpose of Building Communities. Orbit is an ambitious, dynamic organisation with national reach and influence. We are passionate about making a real difference to our communities, ensuring our customers are proud of where they live. We are a long-term sustainable business and make profit for a purpose in order to re-invest in our services and to build much needed new homes.
How to Apply
To apply for this role please submit your CV and a Supporting Statement that demonstrates how you meet the key criteria we need. If you wish to discuss the role further, please contact Tom Bullock at Retinue Solutions on 0203 837 7905.
Closing Date for Applications - Wednesday, 27th June
Retinue Solutions is committed to equality in the workplace and is an equal opportunity employer.
Retinue Solutions is acting as an Employment Business in relation to this vacancy.
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