Job Description

London Bridge Up to \xc2\xa350,000 Hyde is looking to recruit a Customer Service Manager. Hyde is one of the UK\xe2\x80\x99s leading and award-winning providers of affordable homes in London, the South-East and surrounding areas. We provide and manage 50,000 homes to over 100,000 customers. Our ethos is simple, by providing customers with a safe and decent home it allows them to realise their potential, enjoy their environment and contribute to their community. As a customer service manager, you will be working within the Customer Contact and Digital Services division to support the development and transition into a multi skilled customer services centre, where we aim to provide an efficient and effective service to all customers with a focus on first time resolutions and successful outcomes and a fast response to queries through all customer contact channels. Responsibilities

• Manage, coach, and motivate the customer service team to provide a fast efficient service to all customers. working towards successfully resolving 80% of contact first time through our telephony and omni channels. Your direct reports will be a Senior Customer Service Specialist and Customer Service Officers.
• Ensuring all multi-channel customer contact is completed within the Customer Service Centre key performance indicators (KPIs) to generate measurable customer satisfaction and continually improve services.
• Monitor, Manage and take proactive action to handle high contact volumes across all channels, ensure we have the right resource at the right time to achieve our KPI\xe2\x80\x99s.
  • Develop and drive a performance led culture where staff contribute effectively, understand the importance of their contribution, and are continually motivated to achieve high levels of productivity and quality to provide successful customer outcomes.
    • Monitor and manage teams\xe2\x80\x99 absence to reduce absence levels and adhere to Hydes\xe2\x80\x99s absence management policy.
    • Manage and coach team to ensure all customer enquiries are handled courteously, respectfully, and effectively to ensure a solution focused service and successful outcome for customers that recognises diversity, inclusion and individual needs and preferences.
    • Lead and support the team during a significant period of change and transition into the Customer service centre, communicate, and engage all staff along the change journey.
    • Manage, listen, and encourage open communications channels to ensure staff engagement is achieved and recognise and support diversity and inclusion for all staff.
• Occasional travel to Chichester may be required.
• Working hours- Monday-Friday, 7 hours between the hours of 8am and 8pm

Skills and Experience Required

• Previous experience within a high volume fast-paced Multi skilled contact centre.
• Experience of managing, coaching, developing and motivating staff to achieve KPI\xe2\x80\x99s and objectives.
• Good understanding of contact centre solutions, CRM, and workforce management software.
• Excellent communication skills, both verbal and written.
  • Solution oriented and able to problem solve under pressure. handle all escalations and complaints to a successful resolution.
  • Able to build effective relationships with key stakeholders.
  • Proven people management and leadership skills and the ability to develop others.

• The ability to demonstrate strong leadership skills within a challenging performance/ target/ quality driven environment.
• Experience of achieving challenging team targets and goals
• Previous Change Management exposure
• Strong analytical skills and decision-making ability
• Strong organisational and time management skills

Benefits

• A fantastic pension
• Life assurance
• Great holidays
• An award-winning flexible benefits package.
• Volunteering days

Diversity and inclusion are integral to the Hyde Group, we strive to build and nurture a culture where inclusivity is the norm and not an initiative. Many of the greatest ideas and discoveries come from a diverse mix of minds, backgrounds and experiences, and we\xe2\x80\x99re committed to cultivating an inclusive workplace which reflects our customer profile and where everyone is proud to be unique.