Summary: The Head of Customer Service / Contact Centre will oversee the Council's Repairs Customer Contact Centre in Greater London on a contract basis. This role involves implementing service improvement plans, managing daily operations, and resolving complex customer complaints. The ideal candidate will have extensive experience in council-based contact centres, particularly in housing and repairs. The position offers hybrid working arrangements and a competitive daily rate.

Key Responsibilities:

• Contributing to and implementing a service improvement plan
• Managing other aspects of the call centre's daily operation
• Monitoring random calls to assess and improve the quality of staff performance
• Handling and resolving complex customer complaints

Key Skills:

• Extensive experience in the delivery of Council-based Contact Centres, specifically within Housing / Repairs
• Experience of setting stretching targets, developing service plans, and setting budgets
• Experience of involving customers in shaping services
• Local Authority / Housing Association experience is essential

Salary (Rate): 450

City: Greater London

Country: United Kingdom

Working Arrangements: hybrid

IR35 Status: inside IR35

Seniority Level: undetermined

Industry: Other