Head of Customer Service

My client is seeking a Head of Customer Service to lead on customer services for the council's housing service and develop joint working relationships between all teams delivering a customer service in Growth & Place.

Duties Includes:

• 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

If you have previous experience in these areas and keen to develop your knowledge further this is a perfect team for you. Management that are willing to help all case managers be the best they can possibly along with a strong hour rate.