Service Manager - Temp to Perm
Location - Greenford
Salary - £12-15 per hour depending on experience
We are currently recruiting for a Service Manager for our brilliant client based in Greenford. For this role we are looking for an experienced contact centre manager who is able to provide high quality, professional management whilst delivering the highest level of customer service.
You will be working alongside the Repairs Operations Manager and Commercial Lead to drive efficiency and profitability through efficient call centre management and customer care.
If you feel you are a perfect fit for this role, APPLY TODAY!!
- Responsible for the staffing and management of the contact centre
- Responsible for analysing call and repair data to make sure staffing levels are correct for Ops and Office
- Use Data to set correct targets to meet SLA's for Operatives and Office staff
- Work with the planning team to make sure they manage any exceptions, inform customers, adjust workloads, deliver the most efficient service possible day by day
- Make sure the planning team have picked up call outs/overnight issue's and ensure completion of job and relay updates to customers
- Understand specialist works processes and make sure the planning team assign subcontractors and provide confirmation of their attendance to site
- Review WIP reports and identify any jobs requiring follow on works and make sure they are dealt with by the planning team within our agreed SLA time frames
- Review any planned works streams and look for efficiencies with planning in/attending properties
- Oversee any complaints and make sure they are dealt with by the team within the agreed processes
- Identify and escalate any concerns around procurement processes to senior management.
- Ensure customer satisfaction is high and use internal dashboards /reports to drive efficiency in the planning of work
- Adhoc duties - Support any area of the business as required to deliver the most efficient, customer focused and profitable service we can. Including as required help to take calls and raise new calls in accordance with SLA's