Customer Service Manager

Job Title: Customer Service Manager

Contract Type: 9 months - Fixed Term Contract

Salary: £45,000 per annum

Working Hours: Full time 35 hours per week

Working Pattern: Monday to Friday/ Hybrid

Location: Camden, London

If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.

The difference you will make as a Customer Service Manager

You will support the Head of Contact Centre Operations in managing and leading day to day performance of the 24/7 Contact Centre operation. The role will involve responsibility for supporting colleagues at both our Speke (Liverpool) and our Camden (London) offices so there will be some requirement for travel between the two locations. Leading & managing a team of CSC Team Leaders to deliver and exceed performance metrics and provide Riverside customers with a sector leading experience across a variety of existing and new contact channels to both internal & external customers during core hours and out of hours.

About you

We are looking for someone with:

• Significant experience of leading a fast paced, high performing, multi-channel contact centre; leading/managing an operation through periods of change & implementation of new technology and channels
• Strong leadership skills gained within Contact Centres, with proven ability to manage & lead multiple teams in order to deliver & exceed industry performance metrics, providing an excellent customer experience
• Demonstrable experience of ability to use contact centre technology in order to interpret & analyse performance and undertake positive measures to ensure challenging targets are met
• Proactive with a solutions first approach with a strong sense of initiative to tackle problems

Why Riverside?

One Housing is a part of Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.

We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Working with us, you’ll enjoy:

• Competitive pay & generous pension
• 28 days holidays plus bank holidays
• Flexible working options available
• Investment in your learning, personal development and technology
• A wide range of benefits

Diversity and Inclusion at Riverside:

We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.

This role also falls under our Ethnic Diversity guaranteed interview scheme. If you are Ethnically Diverse and demonstrate you meet the minimum criteria for the role you will be guaranteed an interview.

Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.

Applications may close before the deadline, so please apply early to avoid disappointment.

Role Profile

Manage, lead & inspire

• Manage & lead the Customer Service Centre (CSC) to deliver an exceptional performance by;
• Lead, coach & motivate Team Leaders to maximise team productivity, quality of service and customer satisfaction through an innovative approach
• Agree and set values led objectives supporting the Directorate & Our Riverside Plan 2023-2026
• Coordinate regular 1-2-1s and/or check-ins with Team Leaders
• Coach & support Team Leaders, identifying knowledge & experience gaps; agreeing appropriate action plans in order to ensure they achieve objectives
• Conduct regular audits of performance & absence management in order to ensure Team Leaders are supported to deliver in line with our policies and procedures
• Manage any Team Leader absence and capability needs in accordance with TRG policies and procedures
• To lead & engage Team Leaders to deliver exceptional customer experience in line with our Target Operating Model and future vision
• To actively & visibly champion the customer, ensuring we consider the customer & encourage others to do so in every action and decision we make
• Actively demonstrate commitment to our safe working practices and take responsibility for data quality improvements within the CSC
• Drive employee attraction, engagement and retention measured through employee satisfaction, career progression and talent mobility
• Demonstrate & role model our values on a daily basis

Service Delivery:

• To lead on the delivery of customer contact services to all Riverside customers:
• Ensure that operational targets and SLA’s are met by fostering a culture of commitment to our customer and dedication to the role
• Lead regular huddles with Team Leaders, celebrating successes, identifying opportunities for improvement and agreeing appropriate actions
• Ensure a clear & consistent communication process is in place across the Customer Service Centre
• Develop & embed a performance excellence ensuring all colleagues are aware of the role they play in contributing to our success and the improvement of customer service, delivery and satisfaction measures
• Accountable for delivery of quality & reduced business effort with first contact resolution where possible
• Planning and leading activities to embed a performance, coaching & quality culture
• Work collaboratively with internal and external stakeholders in order to ensure service is delivered to high standard
• Providing support to the relevant workstreams linked to the implementation of innovative software and systems integration to deliver an enhanced service to our customers

Strategy & Service Development:

• Support the Head of Contact Centre Operations in planning & preparing for success:
• Management of all operational KPI’s to ensure a successful delivery of service across all channels
• Work collaboratively with Resource Planning in ensuring the CSC is operating at required budgeted FTE with sufficient resource deployed across our operational hours in line with forecasting
• Work in partnership with our Talent Partner to ensure recruitment and onboarding are delivered efficiently, avoiding resource deficits and minimizing attrition
• Identify, recommend & implement opportunities to develop service to our customers via effective communication and collaboration with our people and internal stakeholders
• Respond to changes in Social Housing and Customer Service sectors to ensure we meet our ambitions in delivering a sector leading customer experience
• Work in partnership with Leaders and Managers in teams outside of the CSC in order to reduce customer effort and smooth processes for our advisors
• Build on our existing processes and systems to find efficiencies and drive continuous improvement for our centres; including working towards a model of customer self-service and channel shift towards our digital platforms
• Support in the delivery of our budget by maximizing income, reducing costs and championing efficiencies through automation and AI, advisor adherence and productivity and improved quality of response

Other Information/duties:

• Ensure knowledge of business, legislative requirements (eg: DPA, Health & Safety, Equality, Diversify & Inclusion) and our processes are maintained and up to date
• Periodically listen to and handle customer contact in order to ensure knowledge of our customer needs is maintained
• Work with internal project teams, external trainers & consultants where appropriate to ensure outstanding service delivered & value for money achieved
• Requirement to travel to and support colleagues based at our various sites
• Deputise for Head of Contact Centre Operations in their absence and at relevant operational & project meetings

Person specification

Knowledge, Skills and Experience

Essential

• Significant experience of leading a fast paced, high performing, multi-channel contact centre; leading/managing an operation through periods of change & implementation of new technology and channels
• Strong leadership skills gained within Contact Centres, with proven ability to manage & lead multiple teams in order to deliver & exceed industry performance metrics, providing an excellent customer experience
• Demonstrable experience of ability to use contact centre technology in order to interpret & analyse performance and undertake positive measures to ensure challenging targets are met
• Proactive with a solutions first approach with a strong sense of initiative to tackle problems
• Excellent stakeholder management & strong communication skills with ability to communicate & collaborate across all levels
• Demonstrable experience of ability to plan, prioritise and organise own workload whilst leading & motivating others to meet agreed deadlines
• Ability to make sound operational decisions in a fast-paced environment
• Ability to recognise & develop plans to improve the business for the benefit of customers

Desirable

• Experience of working in a Social Housing Environment
• Experience of utilising CCaaS in order to provide contact services to customers
• Degree educated or equivalent qualifications in Leadership or Contact Centre Management