Head of Customer Contact

Nottingham Community Housing Association ,
Nottingham, Nottinghamshire
More Details
Job Type: Full-time
Salary: £50,000 per annum

Overview

Head of Customer Contact Nottingham Circa £50,000 per annum depending on skills Full Time (35 hours per week) Closing date: Monday 16 March Interview date: Tuesday 24 March You will need to attach a CV and a supporting statement that address the criteria on the person specification to apply for this job. Nottingham Community Housing Association (NCHA) is one of the largest locally based housing organisations in the East Midlands. Across the region we manage over 9,000 homes; house more than 15,000 tenants; provide over 1,500 spaces for people with support/care needs, in over 250 properties; and provide more than 950,000 hours of care and support each year. To see more of what we do, please refer to how we helped customers and property picture documents in the document tab. At NCHA, we’re clear about what matters - delivering for our customers, being lean and building operational excellence. We believe in a culture of always striving for the best. And this is where you come to mind… There's never been a more exciting time to join us. We have an exciting opportunity for a visionary and dynamic professional, who is strategically and operationally sound in a customer contact environment to join us as our new Head of Customer Contact. About the role: The main purpose of this role is to deliver the strategic and operational ambitions of NCHA’s new customer contact team, through the deployment of a new structure, revised business processes and extended technology; in a way which is consistent with our values. As the Head of Customer Contact, you will define what excellent customer service looks like for the organisation through the delivery of challenging but achievable targets; identifying and implementing effective measures to improve customer satisfaction. You will be required to demonstrate tangible results in terms of customer satisfaction and operational efficiencies that drive a seamless experience for customers. Other key aspects of the role will include resource planning and management and taking a positive and proactive approach to building strong teams. You will also design and roll out training programmes for new and existing colleagues to support the embedding of updated standards. And work with wider NCHA teams to embed processes for activities that impact effectiveness of an excellent customer experience. Although you will have the overall responsibility for circa 50 colleagues, you will also direct line management responsibilities of a few colleagues. About you: You will be naturally inquisitive and won’t accept the status quo. As a customer advocate you will always look at how to achieve quality solutions for everyone. Problem solving, decision making and strategic thinking will be second nature and you will be well versed in deploying processes and technologies. Your innovative and adaptable persona will enable you to implement the necessary changes to processes, systems and training; to achieve the expected standards and set the direction for customer service in the organisation. You will also draw on your effective, credible collaboration, influencing and persuading skills when dealing with stakeholders. So what’s really important to us? Your: Motivational leadership style and coaching methodology focused on bringing the best out of individuals and teams Significant management experience at a strategic level with an established record of delivery of a quality multi-channel customer contact service in a large organisation Proven experience of initiating and driving change in a complex and high performing environment;- be it to processes or systems Experience in performance management and developing teams to a very high standard Knowledge of contact centre software solutions Display of accountable behaviours and values and the fact that things get done because of you So what do you get if you come work with us? We want to help you look after yourself, so a health cash plan (up to £1200) is in place to give you money back on all the basics e.g. opticians, dentist, physio, health screening etc. We know everyone loves a holiday so we make sure you’ve got enough days with 36.5 days leave an extra 2 days after 5 years’ service We’re not only interested in the here and now so we have a pension scheme with contributions matched by NCHA up to 7.5% Enhanced maternity/paternity/adoption pay for if and when you decide you want a family We know you love a bargain. Who doesn’t? We have discounted bus passes and gym membership, discounts and cashback at major retailers Free access to employee Advice Line; offering a 24-hour confidential advice service to discuss work or home related concerns with professional advisors If you'd like to make a contribution to our impact in the East Midlands, hit Apply. We'd love to hear from you. As an Equal Opportunities and Disability Confident Employer, NCHA welcomes applications from all suitably qualified candidates including those from Black, Asian and minority ethnic (BAME) groups and disabled candidates. As part of our LGBT Allies Programme, we also welcome applications from members of the LGBT community and encourage inclusivity in the workplace. recruiting hiring success recruitment customerservicejobs

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