Call Centre Manager
Posted on Dec 17, 2018 by Anonymous
Do you want to work one of the leading providers in the housing, homecare and support market? Are you somebody who is open to new opportunities, has an eye for detail, can solve problems and is happy to help others? Then look no further, as a fantastic opportunity has arisen to lead one of our teams in our Housing Division.
We are a market leader in providing housing services to the affordable housing sector, and a major presence in the homecare and support market.
In housing, we repair and maintain around 15% of the social homes in the UK and we are increasingly focused on providing broader, affordable housing solutions.
The purpose of this position is to support and manager the repairs team including the call centre and call handlers, be the go to person for client queries and keep a strict control on the workers diaries. To manage overdue works orders and keep the internal system (MCM ) tidy at all times.
Part of this role is to make sure that diaries are full and works are being completed on time. Reporting to the General Manager daily with updates and organising tool box talks for the operatives.
So what would your day as a Call Centre Manager look like?
* Answer calls and enquires as required in a professional and timely manner.
* Deputise in the absence of Customer & Community Manager.
* Manage, monitor and motivate the team of call-takers to ensure best service is offered at all times.
* Ensure call-takers achieve specified KPI targets.
* Monitor call handling software to ensure performance targets are achieved.
* Promote good Customer Service within the branch and build relationships with clients
* Adhering to any relevant performance targets as set out by the Performance Manager.
* To undertake any other duties as required by the Company
This role will require you to have a very close working relationship with the General Manager, to share areas of responsibility, provide support and share best practice.
You will be expected to take initiative on client related activities, including contract review meetings, workshops, pilot project development and management, KPI management and financial matters.
You'll probably already be an accomplished Call Centre Manager who is passionate about delivering the best possible leadership to the branch. Experience working in a similar role with internal and external stakeholders is strongly desired.
At Mears we want to take care of our employees, that's why we have a benefits site called Mears Rewards exclusively for all our employees. This site has hundreds of savings at popular retailers as well as an important Employee Assistant Programme, to take care of your wellbeing. You could save up to £1,000 a year with the variety of offers we have at Mears Rewards, from Tesco to Thomas Cook there really is a saving for everyone that can make your money go further.
If this job is of interest to you, then we would love to hear from you! Follow the application process to begin your opportunity working for a company that puts their community at heart