Head of Customer Service Delivery

Onward Homes
Accrington, Lancashire
£56,950 (Recruitment Rate) £60,550 (Confirmed Rate)
29 Oct 2019
09 Nov 2019
Head of services
Full Time
Organisation Type
Housing association / RP

Onward Homes is one of the largest registered providers of social housing in the North West, with 35,000 properties across the region.

We believe that everyone deserves a place to call their own, which is why we’re committed to building 400 new homes each year. We do more than just provide a roof over our customers’ heads, we’re here to make a real difference.

In addition to creating positive spaces for our customers we continuously strive to create a positive and progressive workspace to enable our colleagues to achieve their full potential.

We are looking for a Head of Customer Service Delivery (1 post) to lead and manage the day to day performance of our contact centre and customer complaints team to be based in our Accrington office. Travel to other offices and across the North West will be required as part of the role.

Reporting to the Customer Experience Director, the Head of Customer Service Delivery will lead and manage the day to day performance of our contact centre and customer complaints teams, ensuring the highest levels of performance and customer satisfaction are provided and achieved.

Working as part of the Customer Experience Team you will be responsible for ensuring the delivery of high quality, customer focused housing services in line with agreed performance standards and strategic objectives.

You will lead our Customer Contact Centre and Complaints Teams to achieve high levels of customer satisfaction and performance and continually drive a customer first culture across the organisation, continually seeking to improve processes and procedures to benefit the customer experience.

Inspiring and motivating your team, you will demonstrate continuous ambition to improve efficiency through innovation and technology to deliver the best outcomes for our customers.

Working with the complaints team, you will work to improve the quality of complaint handling and first point of contact resolution, adopting a modern approach to minimise dissatisfaction and improve the customer experience.

You will support the development and implementation of a right first time strategy and culture, assisting in ensuring that arrangements are in place to generate adequate management information to help influence performance and results to maintain service levels.

Inspiring and motivating colleagues to succeed, you will develop a clear coaching culture and provide appropriate training and support and maintain excellent continuous development of colleagues.

You will also contribute to the development of the customer service strategy and ensure Onward is taking advantage of customer feedback, technology and innovation in the development of our customer service delivery.

To be considered for the role you must be able to demonstrate senior leadership and management of large customer service/contact centre teams (50+) within a fast paced customer contact environment.

You must have experience of managing in complex, multi-site operational environments and an understanding of key KPI's within a Contact Centre environment. Complaints management experience within a large organisation along with the ability to interpret/analyse and present data are also essential requirements of the role.

All posts are recruited to the recruitment salary and movement to the confirmed salary is based on successful completion of a 6 month probation.  As well as a competitive salary and a generous annual leave entitlement, we offer a range of benefits for a rewarding career including a health cash plan, pension scheme and personal development.