Contact Centre Manager - 4-6 week contract in United Kingdom

Applying for the Contact Centre Manager - 4-6 week contract role

Job Title: Contact Centre Manager - 4-6 week contract
Location: United Kingdom
Salary: £40,000 - £41,000
Type: Temporary
Job Sector: Customer Service
Sub Sector: Other Customer Service
Job Reference No: AD-INQ-CONCM

Job Description

Are you an experienced Contact Centre Manager with a track record of achievement? Do you have particular knowledge of running a small contact centre and would thrive in the challenge of a short team project to help coach and support our team and share some of your success stories? If so, Inquilab Housing Association are looking for Contact Centre Manager for a period of 4-6 weeks to join their team.

About Us

As one of the most diverse housing associations in the UK, Inquilabs` role is to not only provide and manage quality homes, but to be an integral part of the community.

We are much more than just bricks and mortar. We believe in providing our customers with the highest quality services to build better futures for themselves and their families.

With c.1,300 homes across North West and West London, Slough and Elmbridge we provide services in the following areas: rented accommodation, shared ownership and community engagement.

Your Contact Centre Manager Role:

We are looking for an experienced Contact Centre manager with a track record of success and in particular knowledge of running a small Contact Centre for a period of no longer than 4-6 weeks to provide the Executives with the technical advice to oversee the changes required to address the issues identified and other critical issues that might come up during the diagnosis stage. This is a short and sharp intervention but crucially we are looking for someone that will in a short period transfer knowledge and skills to the existing team and provide the Executive with a performance template to track the performance of the team on a real time basis.

This is not a broken service but a team that requires coaching and support to develop the skills required to manage a small Contact Centre operation to the required expectations.

Key Outputs and Outcomes to include the following:

- Reduction and stabilisation of back log of calls
- Improvement in the core KPIs calls answered, reduction in abandoned calls, calls resolved etc.
- Develop mobilisation plan for the team as they on board new repairs contract
- Development plan for the Contact Centre manager and the rest of the team
- Improved diagnosis capability for the whole team
- Call demand and capacity utilisation capabilities developed and embedded to improve call answering
- Develop KPI balanced scorecard
- Review and put in place appropriate business process as applicable
- Introduce quality control checks system for the Customer & Community Manager(CCM) to reduce error rate in key areas where the performance of the customer service centre impacts on the business. This is to be developed in conjunction with key stake holder`s IT, finance, maintenance, operations etc
- KPIs need to be developed that meet the needs and expectations of customers. It is recommended that a new set of KPI`s are developed that are used across both housing and repairs initially with a single set being used once integration is complete. KPI`s should include:
- 95% of Calls answered (calls abandoned under 10 seconds should be removed)
- A service level of 80% of calls answered within 20 seconds instead of 90/30
- Call quality (to be measured against a scoring mechanism for recorded calls)
- Customer satisfaction (for the Contact Centre transaction rather than the whole experience which should be measured elsewhere- we would recommend after call automated surveys which we can help you with)
- Staff satisfaction a measure to be developed
- First point of resolution to be defined clearly so that it is clearly understood.

There are numerous opportunities to improve the service but making changes to the Repairs operation will make the most significant difference at this time. There is a need for greater control and management of the Contact Centre service in order to deliver better service in a value for money environment.

Our Ideal Contact Centre Manager:

In summary we are looking for an experienced professional to analyse and report on the performance of the Customer Service Centre; plan and instigate service improvement actions in response to this and performance reports from the wider business and build the capacity of the team to respond to these challenges with a maximum period of 6 weeks in a resource constrained organisation.

Your Package:

- Market Leading Salary of GBP40k (full time 35 hours per week)

To be considered as our next Contact Centre Manager, and not to miss out on this fantastic opportunity, click Apply Now to register your interest. We look forward to meeting you.

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