Hammersmith Council - Head of Customer Services

The Head of Customer Services will be responsible for the Repairs Customer Contact Centre, the duties will also be:
Contributing to and implementing a service improvement plan
Managing other aspects of the call centre's daily operation
Monitoring random calls to assess and improve the quality of staff
performance
Handling and resolving complex customer complaints
Bringing operatives back into the office and reducing the time spent working from home
Setting and meeting performance targets and carrying out periodic appraisals
Training and supporting Team Leaders who are responsible for Customer services advisors
Tracking user feedback, key performance indices and other statistics
Preparing reports and making presentations to senior management and other stakeholders
Communicating the company's goals so that all employees understand their role

The successful candidate will have HOusing/ Housing Repairs customer service experience.

If you are interested in this role please send your updated CV in the first instance.