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Job description

As Customer Service Manager, you really are the face of our company. You will be responsible for the overall management of Customer Service across the business. You will work closely with the wider Kensa team to ensure that all customer service-related policies and procedures are maintained and adhered to while providing on-going support with regards to customer service-related issues.

You will also be tasked with planning and strategizing business and contract level customer service KPIs, communicating, monitoring and managing with all contract stakeholders, residents and building users as necessary.

You will be process driven, have experience working under pressure and most importantly, love working with people. You need to be able to smile in the face of adversity, work well in a fast-paced environment and be able to multitask confidently.

General Responsibilities:

• Manage the Customer Service team, ensuring appropriate cover is in place to carry out all required customer service related tasks across the business.
• Make regular visits to site to ensure levels of customer service are appropriate and that all policies and procedures are being followed.
• Liaise with and set the standard for customer service for contractors and contract stakeholders.
• Ensure that all resident information packs and regular written/verbal updates to residents and stakeholders meet the standard set by the business.
• Liaise with the marketing department to ensure that all correspondance and literature is accurate.
• Liaise with contractors, our clients and Kensa Contracting staff to secure satisfactory outcomes where complaints have been raised.
• Advise Project Managers of any issues which may affect the project in terms of customer service.
• Arrange and attend meetings, presentations and exhibitions for residents. This may require working outside normal working hours including evening and weekends.
• Design and manage all contract related feedback including compliments, complaints and feedback surveys.
• Manage all training requirements for the customer service team in line with current legislation.
• Be a positive ambassador for Kensa Contracting Ltd.
• Take part in the out-of-hours rota (no overtime payments will be made).

Other:

• Work closely with the Bid Team to ensure all customer service responses are answered inline with the requirements of the tender.
• Deliver training as and when required.

KEY REQUIREMENTS

• Previous experience in a Customer Service Management position.
• Excellent people management skills.
• Great communicator, able to work with people from all walks of life.
• Creative problem-solving skills.
• Experience implementing change, policies and procedures.
• Able to troubleshoot.

CHARACTERISTICS

A great capacity for task follow-through and attention to detail. Accurate, logical, you are precise, and a thorough problem solver. You are innovative and forward looking, driven by results. You are open to and enjoy ideation, quick learning, adaptable, and not averse to change. You are a strong critical listener, and work well as part of a small team as well as autonomously.

ESSENTIAL SKILLS

• Can form working relationships with people from all walks of life.
• Be approachable and friendly.
• Able to think outside of the box.
• Can think on your feet while working to tight deadlines.
• Clear and direct communicator.
• IT literate.

Job Types: Full-time, Permanent

Salary: £38,000.00 per year

Benefits:

• Company pension
• Cycle to work scheme
• On-site parking
• Private medical insurance
• Work from home

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Bradford, BD10: reliably commute or plan to relocate before starting work (required)

Experience:

• Customer Service: 3 years (preferred)

Work Location: Hybrid remote in Bradford, BD10