Head of Customer Services
Description
Newlon Housing Trust is a successful charitable housing association and one of the major providers of new affordable housing in north and east London.
We are looking for an inspirational leader to join us in this new role at Newlon, someone who can provide operational management of our customer experience and ensure that our residents get the best possible customer service.
Our Service Centre receives approximately 4,500 calls and 6,000 emails per month, and you will manage and support the full Customer Service team to ensure they are responding to, and resolving, residents’ enquiries effectively and efficiently. Taking ownership of service quality from the point of enquiry to final resolution, you will continue to identify ways to reduce demand and deliver service excellence across the Service Centre teams.
With substantial experience in a senior management customer service role and a contact centre background, you will have the ability to manage hybrid teams and team leaders in a multi-channel environment and experience of using a wide range of contact centre technologies and systems.
First class communication skills and the ability to deal with residents with sensitivity and empathy are a must, as is your leadership and coaching style which must be motivating, inspiring and encourages your team to be as proactive as possible.
We are looking for someone who can bring a fresh pair of experienced eyes and take the lead on finding ways to improve our service goals. If this sounds like you, please visit our website to find out more.
In return, you can expect 27 days holiday, a non-contributory pension, excellent benefits and a flexi scheme. You’ll also be working out of purpose-built offices that form part of the award-winning Hale Village regeneration project, and are situated just two minutes’ walk from the major transport interchange at Tottenham Hale.
Closing date: 23:59 on Wednesday 22 February 2023
Online assessments will be held between Monday 27 February and Thursday 2 March 2023
Interviews will be held in-person at our offices in Hale Village on Monday 13 March 2023
No agencies please.
Newlon Housing Trust is a charitable housing association and a committed Equal Opportunities employer.
Salary: £58,504 per annum plus opportunity to earn up to 5% performance related pay
Hours: 35
Contract: Full-time, permanent
Location: Hale Village, London, N17
Closing Date: 22/02/2023 11:59 PM