Maintenance Customer Care Manager- Kent- 60k- Permanent
My client, a leading Maintenance Provider based in Kent are currently recruiting for an experienced Maintenance Customer Care Manager to join their busy growing team
The ideal candidate will have a minimum of 2 years’ experience in a similar role working for a Maintenance Provider, the company have specified that a positive common sense attitude is just as important as your qualifications, you will need to be well organised, be attentive to detail and passionate about Customer Care. You also need to be comfortable working in a fast paced and Dynamic environment, candidates from a Helpdesk Management background will also be considered.
Hours Monday- Friday 8.00-17.00
Main Duties
- Putting ideas into actions that will provide improvements in performance and customer satisfaction within the business
- Support all customer communications.
- Assigning all planned and Reactive works to customer sites- Engineers and Supply Chain
- Manage the Proactive outbound Customer Calls offering their wide range of services
- Responsible for the Helpdesk KPI’s and identify areas of improvement and development.
- Coordinate and Motivate the team to support and retain the customers
- Monitoring communications with the Customer Care Team
- Ensuring resource is effectively and efficiently used to meet demand across all channels
- Ensure effective and efficient allocation of Field Engineering resource and supply chain partners to meet workload demand
- Ensure that all the customers complaints are resolved quickly and to the satisfaction of the customer
- Act as a point of escalation for customer issues and complaints
- Ensure relevant and periodic proactive communications with customers
- Manage WiP and Debt
Performance
- Develop and manage team and individual performance targets
- Identify and deliver induvial and team feedback and specific training needs
- Promote a right first time resolution culture
- Ensure clarity of individual roles
- Identify and recruit new job roles where relevant and appropriate
Skills
You’ll need to have:
- Excellent communication skills, both written and verbal
- strong interpersonal skills to be able to deal with people at all levels
- Analytical skills to interpret data and trends and be a problem solver
- experience of identifying and implementing new ideas to improve standards
- numerical skills to understand financial and budget management
- A strong customer focus and excellent telephone manner
- Strong leadership skills and the ability to motivate, coach and develop staff
- The ability to work well in teams
- The ability to work under pressure, manage your time effectively and use your own initiative
- A desire to help others work towards targets and develop their skills
- strategic level thinking with confidence and good commercial acumen
- The ability to set, meet and exceed targets
- A focused and self-motivated approach to work
- Proficiency with technology including customer management and call handling software
- A flexible attitude and the ability to manage change.
Work experience
- Relevant work experience in a contact centre or customer services role including current or recent experience managing a call or contact centre, customer service team and tele-sales teams.
- Ideal sector would include those with a field-based operations teams delivering customer service:
- Building maintenance
- Utilities providers
