Job Description:
Customer Service Manager
Responsible To:
Head of Customer Experience
Responsible For:
Customer Service Team Leader and Reception Team.
Location:
Dublin Contract: Full Time Permanent
Job Summary:
As the Customer Service Manager, you will lead a diverse, high-performing team dedicated to providing outstanding service to our residents.
You will oversee daily operations in our Customer Service Centre, ensuring excellence across all channels that includes Customer Complaints, Satisfaction and our Customer Service Centre across all localities. The postholder will provide leadership and management of our Customer Services Team that includes Customer Complaints, Satisfaction and our Customer Service Centre (including the reception team), develop and implement housing policies and work collaboratively in delivering high quality, customer focused services within allocated budget and resources. Enhance Tuath's approach to complaints by developing, leading and promoting a continuous improvement culture, with the aim of a strong internal process and positive complaint handling in compliance with set standards and KPIs. You will be responsible for achieving the organisations objectives and ensuring activities are carried out to the highest standards of integrity and professionalism. This includes working to develop strong and effective cross functional working initiatives, both internally and externally, and taking the lead on developing and implementing specific operational service improvements and representing the organisation with partners and stakeholders. You will develop and be responsible for implementation of customer facing policies. The following list is typical of the level of duties which the post holder is expected to perform or be responsible for.
It is not necessarily exhaustive and other duties of a similar type and level may be expected from time to time.
The post holder will be responsible for a combination of the objectives described below and annual KPIs dependent upon the requirements of the organisation. KEY RESPONSIBILITIES (Functional): Drive a coherent and consistent approach to customer contact across the whole business ensuring that set performance targets for first point contact resolution across housing management and responsive repairs call handling are met, complaints handing and customer satisfaction are met. Responsible for customer services, multi-channel customer contact, channel shift, customer experience, customer satisfaction, customer complaints and continuous improvement To provide a quality customer service in respect of housing and property related services and management of call handling within set key performance indicators. To provide and motivate others in delivering a first-class service to customers. Lead the continuous improvement of complaints handling, ensuring we receive, respond, and resolve complaints in a customer centric way and in accordance with regulatory requirements. Ensure our customer's voice is heard by identifying, developing, and implementing service improvements because of customer intelligence, feedback, and insight Implement processes for learning from customer feedback and complaints. Oversee and deliver effective consultation with customers and other stakeholders ensuring the customer voice is heard and their participation, influence and scrutiny in all services which affect them. Ensure the Customer Voice is at the heart of service delivery, using complaints and satisfaction survey results to drive continuous improvement and ensuring all customers are treated fairly, with respect and in recognition of their individual requirements and any protected characteristics, and that all customer complaints and enquiries are dealt with promptly and to a high standard To actively seek opportunities for service development, including regularly reviewing best practices, benchmarking, and forming operational links with other organizations and partners that benefit customers and enhance service delivery. To provide voluntary support in the provision of Tuath out of hours coverage with other managers and team leaders as required. KEY RESPONSIBIITIES (Organisational): To work alongside the Head of Customer Experience in developing Tuath's new Customer Service Strategy and Service Standards. Be a champion of customer engagement and empowerment across all teams to deliver outcome-focused services. Provide motivational leadership, management and support. Lead and motivate the Customer Services Team ensuring clarity of direction, effective communication, and development of personal potential. Promoting a culture of excellence and continuous improvement and ensuring they have the knowledge and skills to perform their roles effectively, through regular performance appraisals and supportive coaching. Manage performance, both at an individual and service level, and report on performance indicators and outcomes to senior management, as well as identifying and monitoring risks associated with service delivery Adopt a collaborative and supportive approach, maintaining up to date professional knowledge and providing advice and assistance to colleagues as required. Determine and monitor standards of performance in your team ensuring development of an effective service responsive to changing circumstances and demands. In all aspects of the company's work, promote effective communications, excellence in customer service, and a focus on continuous improvement. Be pro-active in the development and maintaining of strong networks and relationships with colleagues across the council and in other organisations and agencies, to ensure excellence in service delivery. Corporate Responsibility Ensure the values of the Association are reflected in your work and that all services provided are delivered in line with the Association's Vision, Mission and Core Values. Act as an ambassador for Tuath Housing, attending, and contributing to professional forums and events and disseminating the learning. Ensure compliance with all regulatory, statutory, and legal requirements. Supervisory Responsibility To be responsible for the supervision, training, direction and management of all colleagues within the Customer Service Centre and Reception Team. Provide regular one-to-ones and reviews to manage colleague performance, in accordance with company policies and procedures. To be responsible for identifying training needs, updating knowledge of changes in legislation, best practice, and internal policies for the team. To take part in the recruitment, selection and induction of team and other staff as required. To contribute to the formulation of policies and procedures. To build and maintain "industry" relationships and a good understanding of relevant government policy. Health and Safety Responsibility To conduct all activities in a manner which is safe to yourself and others.
To be aware and to act in accordance with the Association's Health and Safety Policy. Ensure all appropriate health and safety risk assessments are in place and making sure colleagues are aware of and adhere to any specific instructions and use personal protective equipment where required. Ensure that team members are aware of any risks associated with their role, adhere to any specific instructions, and use personal protective equipment where required.