Customer Services Manager
We’re looking for a customer-focused individual with energy, experience and a strong sense of purpose to join us as a Customer Services Manager.
The UK has a housing problem. This affects every one of us, because housing is the foundation of the society we live in. Catalyst is part of the solution. You could be too.
One of the UK’s leading housing associations, Catalyst is here to make a purposeful difference by providing housing solutions for those who can’t afford a home without our help. We offer a wide range of homes, for rent, part ownership or purchase. By doing so, we build more than homes – we build communities. We're at a particularly exciting point in our story, having recently merged with another large housing association, Aldwyck. The merger makes us stronger and more able to deliver our social purpose - in every part of our organisation.
As a Customer Services Manager you will be expected to passionately lead, develop and coach a team of Contact Centre Advisors to deliver a first class customer focused service that meets the needs of Catalyst Customers and delivers value for money for Catalyst. You will work closely with the Head of Contact Centre to strive for efficiency across all areas of responsibility, identifying and implementing solutions to problems that act as obstacles to delivering a first class customer focused service.
You are passionate about leading staff to deliver an excellent customer experience by being easy, reliable and empathetic in the way they deal with customers and colleagues. You work relentlessly to identify and remove pain points and consistently lead others to do the same.You will have a proven track record of successfully leading a customer service team in a contact centre and significant experience of a high profile customer services role with an understanding of a call centre approach to service delivery and contact centre metrics and methodology.
You must be able to manage all aspects of a customer focused team, including supporting, developing and motivating staff, budgetary control and planning services. You will use your excellent verbal, written, presentation, facilitation and IT skills to build positive relationships with internal stakeholders, suppliers, specialist contractors and other departments to deliver ‘right first time’ solutions to customers.
We’re a Sunday Times top 100 Best Company to Work for. We invest a lot of time and resources in our people because we know it’s our people who will drive our success. If you’d like to join us, and help make a real difference, please get in touch.
The role is subject to a Basic DBS check.
For more information and to apply, please visit our careers page.
Please note completed pre-employment forms must be included in order for your application to be processed.
Closing date: 28 July 2019