Spirehouse, a specialist Social Housing recruitment firm, is currently seeking a Head of Contact Centre to support a Social Housing technology provider in Warrington.
The Head of Contact Centre role is a position for an experienced leader who can drive performance and focus on customer delivery. The role will ensure the culture of the contact centre is customer first, aligned to business values and compliant with all the processes which include ISO-aligned service quality.
Responsibilities:
Oversee the recruitment, training, and development of the contact centre team. Lead by example, providing guidance and support, and fostering a positive and productive work environment to ensure high levels of performance and accountability. Conduct performance reviews, set clear objectives and goals, and manage the operation tightly to clearly defined performance management processes. Manage and review resource capacity in line with workloads, growth, and efficiency initiatives to ensure the team is resourced to deliver against service requirements. Monitor and report on key performance indicators including customer satisfaction, call resolution time, and service levels. Analyse workloads, performances, and capacity data to identify trends, optimise resource allocation, and support data-driven decisions. Review monthly contact centre payroll data to ensure it's aligned with target hours and remains in line with the predicted budget, identifying and accounting for any significant variations. Ensure that the contact centre delivers exceptional customer service through effective communication and relationship management with clients and customers. Implement plans to continually improve the customer experience and address any service challenges, working closely with the Customer Success Team to achieve this objective. Implement quality assurance measures, partake in audits, and provide feedback and training to staff to ensure compliance with legal and ethical guidelines. Work with the Continuous Improvement Manager to lead and manage change initiatives within the contact centre, effectively communicating changes to staff and ensuring successful implementation.
Minimum Requirements:
Experience in a business development, client management or client relationship role. Experience working with vulnerable people or charities. An ability to work flexibly.
If interested or want to discuss other Head of Contact Centre or Social Housing roles, please get in touch with Matt Baird.
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The Head of Contact Centre role is a position for an experienced leader who can drive performance and focus on customer delivery. The role will ensure the culture of the contact centre is customer first, aligned to business values and compliant with all the processes which include ISO-aligned service quality.
Responsibilities:
Oversee the recruitment, training, and development of the contact centre team. Lead by example, providing guidance and support, and fostering a positive and productive work environment to ensure high levels of performance and accountability. Conduct performance reviews, set clear objectives and goals, and manage the operation tightly to clearly defined performance management processes. Manage and review resource capacity in line with workloads, growth, and efficiency initiatives to ensure the team is resourced to deliver against service requirements. Monitor and report on key performance indicators including customer satisfaction, call resolution time, and service levels. Analyse workloads, performances, and capacity data to identify trends, optimise resource allocation, and support data-driven decisions. Review monthly contact centre payroll data to ensure it's aligned with target hours and remains in line with the predicted budget, identifying and accounting for any significant variations. Ensure that the contact centre delivers exceptional customer service through effective communication and relationship management with clients and customers. Implement plans to continually improve the customer experience and address any service challenges, working closely with the Customer Success Team to achieve this objective. Implement quality assurance measures, partake in audits, and provide feedback and training to staff to ensure compliance with legal and ethical guidelines. Work with the Continuous Improvement Manager to lead and manage change initiatives within the contact centre, effectively communicating changes to staff and ensuring successful implementation.
Minimum Requirements:
Experience in a business development, client management or client relationship role. Experience working with vulnerable people or charities. An ability to work flexibly.
If interested or want to discuss other Head of Contact Centre or Social Housing roles, please get in touch with Matt Baird.
#J-18808-Ljbffr
