ASB, Tenancy Management & Allocations Customer Contact Team Manager
Salary £38,295.54 (pay award pending)
Location Didsbury, Manchester
Permanent, Full Time
ASB, Tenancy Management & Allocations Customer Contact Team Manager
Known as Customer Contact Team Manager (ASB, Tenancy Management and Allocations) at Great Places
Why are you here?
You will be working as part of the Customer Hub Management team to make sure that the Customer Hub delivers a timely and first point of contact resolution to customer demands through various contact methods. You’ll be the operational expert for enquiries that relate to anti-social behaviour, tenancy management and rehousing allocations making sure that the Customer Hub delivers excellent right first time services . You will work closely with the other Customer Contact Team Managers to make sure that the Customer Hub operates in a high challenge and high support culture where colleagues are clear on expectations and feel empowered to make decisions.
You will be part of a team of five Customer Contact Team Managers (each with a different specialist area) to make sure that the Customer Hub has the skills and knowledge to resolve queries, you will work collaboratively across the organisation, as well as with external partners, to make sure we’re providing an excellent service for our customers.
What you’ll be doing
You will providing support, leadership and direction for a team of Customer Contact Officers and relevant specialist officers. You’ll be responsible for making sure that all customer demands from all communication channels are dealt with at the first point of contact where possible and in a timely manner.
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You will have your own direct reports team, but will also have responsibility at times for all colleagues working within the Customer Hub.
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You will be coaching and guiding the Hub to work within our customer experience principles and service delivery framework, which ensures that customers receive excellent customer service in the best way for them.
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You will be carrying out “in the work” observations so that you can understand our customers’ demands, how the team responds and how we can improve.
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You will work closely with the Hub Management team and peers around the business to continually improve our services to make sure that the Customer Hub is delivering excellent services.
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You will use data and reports to support this and to provide recommendations for improvement.
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You will be responsible for any performance improvement of your team members and will demonstrate the steps you’ll take to support this.
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You will be confident in dealing with customer escalations and complaints. You’ll take a solution focused approach to these to improve our services based on this feedback.
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You will be confident to challenge colleagues who aren’t providing a service in the way we expect for our customers. You’ll accept and give feedback to colleagues.
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You will be expected to work flexibly between the hours of 8am and 6pm on a rota basis. From time to time you might be asked to work weekends and Bank Holidays to maintain good customer service but this will always be agreed in advance.
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You will be working part of the week in the office and part of the week from home after an initial induction period.
What you’ll be doing as the ASB, Tenancy Management & Allocations Customer Contact Team Manager
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Ensuring that ASB, tenancy management and allocation enquiry contacts are fully assessed , prioritised and responded to in a timely manner by The Hub
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Promoting the protection and safety of our customers by ensuring safeguarding procedures are followed and safeguarding concerns are appropriately identified and reported
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Supporting Hub Officers to provide appropriate advice and guidance to customers including coaching customers to resolve issues themselves in line with our service delivery framework
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Making sure that Customer Property incidents received within the Hub are logged appropriately and in a timely manner
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Working collaboratively with peers to have a good understanding of regional issues and to understand demands in the regions to ensure first point of contact resolution where possible
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Ensuring that Choice Based Lettings schemes, and lettings system are utilised effectively including responsibility of the account management of relevant providers ( e.g. Rightmove, House Exchange or equivalent)
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You will be the organisational expert on Noise Nuisance Monitoring Equipment and App, including analysis and provision of training.
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Representing the Customer Hub in the relevant Service Excellence Groups
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Providing ASB, Allocations, Tenancy Management and Safeguarding related reports to internal stakeholders.
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You will be the operational expert for ASB Workflows and Systems within The Customer Hub
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Providing support to the neighbourhood teams with advice on case management and complex cases via Specialists as required
What you’ll need
It would be great if you have experience of working in a customer service management role with a focus on delivering excellent services within a robust performance management framework.
You will have experience and knowledge of resolving ASB, Tenancy Management and Allocation or similar related fields
You will be able to use a negotiation/coaching style approach with colleagues to make sure that our colleagues deliver exceptional services.
You will have experience of detailed administration and recording procedures
You will be able to persuade and influence colleagues and customers
You will make decisions based on data and business intelligence.
You can motivate, inspire and influence a diverse and dispersed workforce, making sure that you lead by example
You will build effective relationships with colleagues and other stakeholders so you are able to find information and resolve problems
You will have experience of using Microsoft office or similar
You will be able to complete tasks in an accurate and timely manner when working under pressure
You will have good written and verbal communication as well as great organisation skills and the ability to time-manage your work load
