SOHO HOUSING JOB PROFILE. Report To: Residential Operations Director Date: October 2017

Transcription

1 SOHO HOUSING JOB PROFILE Job Title: Customer Services Manager Report To: Residential Operations Director Date: October 2017 A. Job Purpose To ensure Soho Housing provides a modern excellent one-stop customer service that ensures all customers who contact Soho Housing have a smooth journey supported by Soho Housing s integrated customer relationship management system. To provide business support to teams within the organisation. B. Dimensions Staff: Two staff members Budget responsibility: c. 10K+ per annum Scope: Working with staff, managers and directors in Soho Housing, contractors and other various external customers.

2 C. Key Accountabilities Daily contact with customers: 1. Responding to customers who contact the customer services team via telephone, , customer and contractor portals within Soho Service Standard s timescales 2. Lead on the operational use of the customer relationship management (CRM) system 3. Actively promote quality customer service provision 4. Actively work with colleagues from across the organisation to ensure seamless customer service delivery 5. Raising job orders with contractors and recording this on the system from start to finish 6. Dealing with the majority of customers queries at point of first contact 7. Responsible for multi-channel solutions Business Support: 1. Provide business support to other teams in the organisation 2. Work in collaboration with other teams to support their business objectives and vice versa Team management: 1. To develop and lead a high performing and motivated team with a strong performance culture that delivers first contact resolution and service excellence. 2. To provide supervision, leadership, motivation, review and feedback of assigned tasks for the team to ensure excellent service delivery and direction. 3. To set performance objectives, carry out regular one-to-one meetings and staff performance reviews in line with Soho Housing s performance development framework, including making recommendations for performance bonus ratings. 4. To recruit, coach, train and ensure the professional development of individuals and the staff team as whole. 5. To be responsible for ensuring that Soho Housing s policies and procedures are implemented at all times. 6. To foster and embed a culture of continuous improvement in service provision, delivery and promote best practice, including troubleshooting, identifying and implementing service improvements. Performance reporting and management: 1. Exercise effective financial control in the team s expenditure 2. Achieve effective resource management to maintain excellent customer service provision 3. Ensure that services are delivered cost effectively and regularly reviewing alternative methods of provision to maximise value for money. 4. Manage the performance of the outsourced out-of-hours service 5. Optimise existing systems and implement new systems 6. Achieve the Key Performance Indicators set for the customer services team

3 7. Produce year end reports for all key operational areas Management of customer feedback: 1. Coordination and monitoring of complaints and ensuring employees respond within stipulated timescales from start to finish 2. Coordination and monitoring of compliments 3. Leading on customer satisfaction/feedback surveys 4. Capture any lessons learnt from complaints/compliments and ensure they contribute to continuous service improvement Other Duties 1. To carry out any other reasonable duties consistent with the above as may be directed from time to time. 2. Covering other roles due to holidays/sickness/staff shortages 3. To be available for occasional evening meetings as required. 4. To maintain relevant market knowledge and contacts.

4 D. Additional Information Context/Environment: The customer service team operates between 9am 5pm, Monday to Friday and the out-ofhours service is outsourced to an external contractor The customer services team serves mixed tenure residents, commercial tenants, contractors and various external customers who contact the organisation Person specification Qualifications Required: Essential: Tertiary Qualification in either Business Management, Property Management or Customer Services Desirable: Membership of a Customer Service or Property/Housing professional body Skills/Knowledge/Experience: Have a minimum of three years staff management experience Significant experience in a customer service role, preferably in a contact centre environment Experience of working with customer and/or contractor online portals Experience within property/housing sector would be advantageous but not essential A proven track record in providing outstanding customer service, preferably within the property/housing sector Proven understanding of the dynamics of a customer service environment Experience in taking ownership of complex cases Experience of dealing with customer complaints and financial queries Excellent experience in using customer relationship management (CRM) systems Excellent written and oral communication skills An excellent and professional telephone manner Ability to work independently and take decisions based on policy and procedure guidelines Ability to review information to determine trends Numeracy literacy and budget management skills Experience in handling sensitive and confidential information in line with Data Protection legislation A good understanding of project management Excellent organisational skills and the ability to multi-task Ability to work effectively within a team Good working knowledge of Outlook, Word, Excel and able to adapt to using other more specialist IT packages

5 Personal Style and Behaviours Highly motivated and committed to delivering quality outcomes, with a can do attitude Strong customer focus Good commercial awareness Flexible approach to work with clear focus on outcomes Confident in building and maintaining relationships with keys stakeholders external and internal customers Takes a creative approach to problem solving A high degree of professionalism in approach to work Ready to take ownership, accountability and responsibility Excellent attention to detail Able to manage own work effectively and deliver to deadlines Committed to continuing professional development and knowledge sharing Able to listen to, support, respect and value colleagues Enterprising Excellent ability to collaborate effectively within a team Commitment to Soho Housing promoting equality and diversity in all aspects of its activities A willingness to 'muck in and carry out a variety of tasks as necessitated by a small business The ability to work on own as well as taking direction from others but most importantly to manage their time effectively. Be keen to work in an office environment and be a part of a busy team. Line Manager Employee: