Customer Services Operations Manager Walsall, England
Job description
Contract: Full Time, Permanent, 37 hours per week
Closing Date: 25 August 2023
Interview Date: 4 September 2023
We have an exciting opportunity for a Customer Services Operations Manager on a full time, permanent basis.
Here at whg our customers are at the heart of everything we do. In this role you will play an integral part in enhancing our customers experience and oversee our amazing Repairs Planning and Customer Service team
You will identify barriers to excellent customer experience and collaborate with business leads to identify remedies and solutions. Ensuring achievement of customer performance indicators within area of operation.
Sounds like the role for you…then carry on reading….
Main job responsibilities:
To take responsibility for the provision of the Customer Services Team and achieve high levels of customer satisfaction regardless of the channel used; challenge existing processes and work cross functionally to produce recommendations and plans for new ways of working.
Develop a suite of KPIs to measure and report on Customer Services performance across all communication channels. Report and analyse first point of contact resolution and avoidable contact rates, developing recommendations for improvement.
To be responsible for an effective repair planning service, ensuring repairs appointments are scheduled effectively and appropriately and that all performance KPIs are met.
Build effective working relationships with colleagues across the organisation, proactively and collaboratively looking for improvements the way we operate.
Lead our customer resolution team, ensure complaints are minimised through the early resolution of customer dissatisfaction.
Be an integral part in new and exciting transformational change such the Omnichannel strategy and our Customer First project.
We're looking for someone who has:
The ability to work under pressure, possess a can-do attitude towards work and possess good interpersonal skills.
A passion for Customer Services and driving service improvements along with transforming and growing the business.
A strong track record of leadership with an ability to get the very best out of people.
Demonstrable experience of successfully implementing change & efficiency programmes in the Customer Services arena.
A collaborative mindset and can demonstrate working with other services to achieve a common goal.
What’s in it for you?
In return, you will receive a competitive salary, 27 days annual leave (plus Christmas shut down), a defined benefit pension scheme, health cash plan, a range of shopping and leisure discounts.
We are output focused and flexible and believe in giving colleagues the right balance of autonomy and support to enable them to work to their full potential. Despite the high expectation for performance and delivery, we are committed to ensuring colleagues have a healthy work-life balance and able to work in agile ways which support them.
About us
Our People Strategy presents a clear picture of how we will achieve our Corporate Plan aim, ‘Be an exceptional place to work that attracts, develops and retains talent’. The Strategy focuses on three key themes that help us support our colleagues to make a difference to our customers, the communities we serve and to themselves.
It is important to us that we have a diverse workforce, representative of the communities we serve. Equality, diversity and inclusion (EDI) to us means colleagues living our values, dedicated to doing the right thing and exercising good judgement. This will encourage a culture where all can thrive, acknowledging that everyone is different; what matters to us is that everyone can come to work and feel comfortable to be themselves.
We would particularly encourage applications from candidates with protected characteristics, as whg is committed to improving diversity.
We are proud to be accredited as a Disability Confident Employer and ensure that disabled people and those with long term health conditions have the opportunity to fulfil their potential and realise their aspirations while working with us. We want to make it clear that we welcome disabled applicants for all our roles. If in doubt look out for the Disability Confident logo.
We will ensure that our recruitment process is inclusive and accessible, and we will interview applicants with a disability if they meet the essential criteria for a role. We will also support existing colleagues with a disability or long-term health condition enabling them to stay in work, making reasonable adjustments if necessary.
We are one of the Midlands’ leading and most successful providers of good quality
homes.
Our values help us to maintain a culture that helps us achieve our commitment of
supporting customers to lead happy and fulfilled lives. We want all of our people to
uphold our ambition; demonstrating the belief, enthusiasm and energy to deliver on
it. We want our colleagues to feel empowered to take the lead and to think creatively
and be passionate about their work.
Our People Strategy presents a clear picture of how we will achieve our Corporate Plan aim, ‘Be an exceptional place to work that attracts, develops and retains talent’. Through the People Strategy we take every opportunity to embed our values to ensure that our colleagues give the best possible service to our customers, communities and each other.
