Customer Service Manager

MMP Consultancy is currently recruiting an enthusiastic Customer Service Manager to join a National Social Housing Contractor based in North London. Responsibilities: * Ensuring that customer service delivery is continuously improved in ways that meet the needs of the customer as well as our clients. * Implement and manage a robust customer feedback system to ensure continuous service improvement and contribute to improvement in customer feedback methodology. * Develop systems and processes to enable customer enquiries to be dealt with at first point of contact wherever possible for planned works, responsive repairs and other property related services. * Develop and maintain close working between the Contact Centre, internal teams and main contractors to enable an efficient, seamless service to be delivered to our customers. * Liaising with all service areas to act as an intermediary for customers as and when required. * Accept and case manage on behalf of Customer Service Advisors, difficult customer situations that have been escalated to them, ensuring the customers experience in dealing with us is positive. * Implement and manage service standards for delivery. * Provide control over quality and quantity of Contact Centre activities through regular monitoring and measurement including adherence to service standards and utilising resources in the most efficient manner. * Ensure established policies and procedures are adhered to. * Ensure that service delivery is continuously improved to meet the needs of the customer as well as our clients and business partners