ROLE PROFILE. Ensure that high standards are set and maintained in relation to customer services;

Transcription

1 ROL PROFIL Job Title Service Centre Manager Salary Scale 35,000-40,000 Reports to: Operations Director Responsible for: 4 x Customer Services Agents Core Competency Level Level 3 Management Competency Level Level 3 Background CDS provides property and financial services for a number of client co-operative (and other) independent organizations. We also own and manage around 1,000 rented and leasehold homes of our own. The operations function is responsible for providing all non financial services to client organisations and to the occupiers of the homes owned and managed by the Society. The operations function is divided into four areas, client services, housing services (two teams), allocations & voids and customer services. The Role The customer service centre is responsible for all simple one and done transactions for customers. This includes taking payments, sending out documents, responding to rent account queries, ordering repairs, making appointments and sending out standard letters and forms. Key Purpose Provide leadership/management to staff within the team, leading by example to work as one team with other colleagues and partners to achieve our corporate goals; nsure that high standards are set and maintained in relation to customer services; Put in place and maintain effective quality control measures for services and activities so that quality is consistently achieved in the most cost efficient way (quality, reliability, value); Manage the team and workloads to ensuring that delivery of team outputs in an effective and efficient manner that meets internal, contractual and statutory deadlines; nsure that staff are properly managed, coached, developed and empowered so that they have clear expectations and can be valued for their contribution to achieving business aims; Identify key risks and to put in place and monitor effective controls for the management of those risks; Develop, manage and maintain effective relationships with customers, contractors and consultants;

2 nsure that the gas safety programme is delivered efficiently and effectively in respect of CDS tenants and for those clients who commission the Society to administer their gas safety programme; Be accountable to the SMT for the delivery of key team and organisational targets; nsure that high standards are set and maintained in relation to client and customer care through the team and in the wider organisation; Investigate and resolve or respond to any issues of complaint from clients or customers or third parties affected by services provided by the team; Identify customer service issues and make recommendations for improvement; Inform and shape relevant strategies and policies to ensure they remain in line with key corporate objectives; Attend and report to SMT, Board, Committees and client co-op meetings as agreed; Carry out all duties in accordance with agreed policies and procedures so that quality is consistently achieved. *******

3 PRSON SPCIFICATION Area Indicators ssential/ Desirable ducation/qualifications ducated to Degree level or equivalent D xperience & Knowledge Strong Track Record of delivering high levels of operational performance xperience of working in a customer service centre / helpdesk environment xperience of building, developing and maintaining a performance culture and positive performance outcomes in a service delivery environment xperience of leading a positive workplace culture and increasing employee satisfaction xperience of delivering high levels of customer satisfaction in a service delivery environment xperience of monitoring service level agreements with repairs contractors Skills & Abilities xcellent verbal and written communication skills and strong numeracy Ability to find practical solutions to complex problems Ability to collaborate effectively with others to achieve owned solutions Ability to provide concise and competent advice Ability to lead and motivate a team to provide demand led customer services using intergrated I.T. and telephony systems. Ability to adapt reporting style and content to suit different audiences whilst ensuring that key risks and opportunities are highlighted Disposition & Character Highly visible, confident, collaborative and communicative with staff, customers and other stakeholders Open,honest and respectful with a professional approach to work and to people Provides clear, evidence based support to staff in achieving improved performance

4 COR COMPTNCIS Managing People & Performance ASSSSMNT CNTR & INTRVIW Gives scope to others to use initiative and gives them authority to make decisions and accomplish tasks effectively. Uses a range of methods to motivate others. Is an effective coach and mentor. Takes ownership of all management issues affecting their teams and the individuals within them. Strategic Thinking Thinks strategically at a team level. Develops business plans that clearly link to corporate plans and organisational priorities. Anticipates customer trends within the range of services provided by the organisation. Challenges barriers to improved service levels. Informs strategy development by identifying gaps in current delivery or evidence. Team Working Networks effectively both internally and externally. Addresses conflicts or issues within the team in a timely, positive and confidential manner. Initiates meetings with colleagues and external partners to share information. Puts team decisions above personal interests. Works to develop a one team culture across the organisation. Actively gives and receives feedback to improve performance. qualities & Diversity Develops a culture of opportunity, equality and diversity. mpowers people to achieve best practice in this area. Adapts to different audiences. Demonstrates integrity and consistency in decision making. nsures team members value diversity of all they work with and integrates people of different backgrounds and experiences into teams effectively. Demonstrates clear and consistent leadership in promoting equal opportunities. nsures full access to services for all. Deals efficiently and fairly with clear cases of evidenced wrongdoing.

5 Customer Focus Acts as a role model in personal approach to customer focus. Handles complaints sensitively and appropriately. Takes time to establish underlying needs of customers beyond those initially expressed. Organises processes around customer taking account of complex and sensitive issues to meet their long term needs. Implements systems to record customer feedback and communicates ideas and information to appropriate people. Creates and environment where team(s) are empowered to put customers first. mbracing Change Translates strategic vision into practical and achievable plans. Works positively in ambiguous situations. Proactive in identifying barriers to change and seeking ways to overcome them. Promotes a learning culture, committed to continuous improvement and development. Overcomes resistance to change. Constantly reviews own and team objectives to ensure that they support the organisation s long-term Strategic Objectives. Value for Money Works confidently with performance management and financial data to prepare forecasts and manage and monitor budget against agreed plans. Follows appropriate financial procedures and monitors contracts to ensure deliverables are achieved. Cultivates and encourages an awareness of cost, using clear simple examples of benefits and how to measure outcomes. Weighs up priority and benefits of different actions and activities to consider how to achieve cost effective outcomes. Reviews service contracts with a view to securing value for money for the customer and the organisation. Drive for Results Drives work of others along. Gets results and ensure key goals and objectives are achieved. Recognised by other as someone who delivers what they say they will. Develops and maintains professional expertise. Is prepared to take unpopular decisions in the best interest of the organisation. Confidently responds to challenges from others.