Job Description

Responsibilities

Lead the housing resolution customer support team, available to provide back-office administration, first tier escalation, inbox management and support with complaints and members enquiries
Provide leadership, support and motivation the team to ensure that all staff are recruited, trained, managed, appraised and developed effectively in accordance with Enfield Council policies and procedures.
Provide operational leadership of the Customer Service Team, designing operational plans to translate the strategic objectives set into tangible operational outcomes and service improvements.
Develop the online and digital offer for repairs
Embed a customer focused approach to continuous service improvement and respond creatively to the needs and aspirations of residents. Promote and encourage resident involvement. Review customer feedback and complaints regularly and use these to improve the service.
Carry out and co-ordinate all financial, administrative, performance management, quality assurance and recording tasks in relation to this role and maintain detailed, accurate records of all activities in accordance with legislation and policies and procedures

Requirements

Experience working in a housing association or council
Experience of managing projects
Experience of complaint services, ensuring root cause analysis and learning from complaints
Housing repairs and customer service experience is essential for this position

Contract

If you are interested in this position AND meet the requirements, APPLY NOW!

Repairs Customer Service Manager

Job Description