Housing Contact Centre Manager

Midland Heart
Birmingham, Bath Row, B15 1LZ
£57,425 per annum
19 Apr 2021
02 May 2021
Full Time
Organisation Type
Housing association / RP

The Role
What to expect? As our Housing Contact Centre Manager, you’ll be at the forefront of delivering the first-class landlord service that our customers want and deserve; leading our frontline contact centre teams to deliver exceptional performance, through consistent sector-leading customer service.

Our contact centre is made up of Repairs, Housing, Dialler and Second Response teams, each of which handles a high volume of complex, often challenging calls from our diverse customer base on a daily basis. Our frontline Customer Service Officers and Housing Advisors are key to our success. You’ll therefore nurture and enhance their engagement – embedding a ‘Service First’ mentality into your teams. You’ll empower them to take ownership of issues and collaborate with colleagues across our organisation, to ensure that our customers only tell their story once and receive a right-time resolution which minimises future avoidable-contact.

You’ll role model our behaviours whilst coaching, mentoring and developing our Contact Centre Team Leaders to maintain an environment where everyone feels valued and empowered to be their best. Importantly, you’ll keep a firm handle on our contact centre KPIs - striking the optimal balance of call and email volumes with quality and making impactful interventions that increase efficiencies, improve performance and ensure that our strategic and operational objectives are achieved.

Our ideal candidate? We’re seeking a customer-focussed, experienced manager with a proven record of leading and energising sizeable customer services teams within the housing sector. Crucially, you’ll demonstrate the ability to collaborate with colleagues inside and outside of the contact centre to develop exceptional performance and deliver a first-class customer service. You’ll also have a real understanding of the kinds of complex housing related issues our customers contact us with and of implementing best practice for dealing with challenging, sometimes emotionally charged, situations and customers.

Who are Midland Heart? We’re a large and ambitious housing organisation providing more people an affordable place to call home. We welcome people from every walk of life, at every stage of their career. We expect a lot from our people but in return you can be assured of a great place to work, where you will be well rewarded and where great people are able to succeed. Whether you want to build your career with us, or use your experience to move on, we’re here to develop your potential.

Interested? Simply click the apply button to be taken to our website where you can find “Candidate Information” at the bottom for all information on the role. Applying is easy - simply register on our candidate portal uploading a CV and Covering Letter, which show us that you have what it takes to make a success of the role.

Applications close at midnight on Sunday 2nd May 2021.

We’re proud to be a Disability Confident Employer. Please feel free to contact us if you would like to discuss any adjustments you might need in order to be successful in this role.

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