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Customer Service Centre Manager

Employer
Networx Recruitment
Location
Braintree, Essex – Hybrid / Home Working
Salary
£37,508 per annum
Closing date
10 Jul 2022

Customer Service Centre Manager

£37,508 per annum

Braintree, Essex – Hybrid / Home Working

Job type: Permanent, Full Time

 

 

 

Do you pride yourself on providing a great customer experience?

 

Join us at Eastlight to become part of the largest Community Gateway Association in the country!

 

We have an exciting opportunity for a Customer Service Centre Manager to join us to lead a Team of Customer Service Advisors to provide excellent customer services for our customers and increase levels of customer satisfaction at first point of contact.

 

Our team provide an efficient multichannel service, and you will ensure our customer centric and first-time resolution approach is maintained.

 

Please note the Job Title is Subject to Review (all criteria, responsibilities and salary will remain the same).

 

 

The Role

 

· Lead, manage and motivate the Customer Service Team to ensure that there is a culture of high performance, strong engagement, and a commitment to continual improvement.

· Identify service gaps and fill with recruitment or overtime as appropriate

· Establish and implement effective working arrangements & practices to ensure a consistent level of service delivery in line with the Eastlight Business Plan

· To drive forward performance by ensuring that KPI’s and service levels are achieved

· To participate in reviewing and improving policies, procedures, and IT systems to make services more efficient and effective.

· To ensure consistent and relevant information and training are provided to all Advisors

 

 

About You

 

· Management qualification or relevant experience

· Experience of effectively managing a team in a contact centre or similar environment

· Experience of using and understanding reporting systems to measure and improve performance

· Proven track record of building and managing effective, collaborative relationships

· Able to organize and priorities own workloads as well as that of others to ensure deadlines are met and agreed targets achieved

· Ability to coach and mentor a team and hold regular meaningful one to ones

 

 

Our Benefits package (but not limited to) –

 

· Salary of £37,508 per annum

· Full time, permanent contract

· Hybrid / Home working

· Generous Pension Scheme

· Employee Assistance Programme

· 30 days annual leave + bank holidays

· Trailblazing family leave (Maternity & Paternity - 12 weeks full pay / 6 weeks half pay)

· Childcare allowance scheme

· Annual health and well-being grant of £200 per year

· Bupa health cash plan, life assurance and gym/leisure membership

· Formal qualifications and job shadowing (to develop knowledge and experience across the organisation)

· Volunteer days (two days off each year to volunteer with a charity of your choice)

 

 

About Eastlight

 

We are a person-centred, forward-thinking organisation that cares deeply about our customers and our people, with a strong sense of purpose.

 

We support, develop, nurture, and invest in our people, so they reach their full potential and have the necessary knowledge, skills, and attitudes to add real value.

 

It’s our people who support the continued development of our homes and communities as places where our customers love to live and Eastlight Community Homes as a place where people love to work.

 

Eastlight Community Homes is a disability confident and equal opportunities employer. We are committed to promoting an inclusive and diverse culture, which is why we encourage applications from everyone, regardless of characteristics. If you require any support with the application process, please contact our People Team.

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