Job reference : 842/15
To manage the delivery of Customer & Community Services for an individual branch. To Monitor and control the liaison with tenants, and report on Customer Satisfaction.
1 To ensure branch and individual work to the policies as laid out by the Customer & Community Dept.
2 To be the 1st level for administrative contact, and complaints from customers.
3 To work with all staff within branch, developing the Customer Experience, reporting to the Contracts manager and Head of Customer & Community Services on a defined regular basis.
4 To deliver Customer Care training to all operatives, and ensure all new starters receive the Customer Care training and shadowing required by the training Matrix, for their respective jobs.
5 To develop Contacts within the community through tenant groups, and to bring potential projects to the Contract Manager, for coordination and development, working within the current policy agreement.
The role is to work on an individual branch basis, within Customer Care, reporting to the Contracts Manager, and the Head of Customer & Community Services.
This role provides a service to a business which is generally to one branch, however on occasion in order to attend training and meetings the job holder may be required to travel around the North. The jobholder must be able to do such travel with the occasional overnight stay away from the base office.
To monitor all potential claims, ensuring minimal financial impact to the branch and company. To analyse this and make recommendations regarding continuous improvement.
The job holder will participate as an active member of the branch team, and report to the Contract Manager, and Head of Customer & Community Services.
The jobholder will liaise with all levels of management and employees / workers throughout the business, also client and tenants of all contracts.
1 Policy Delivery:
Deliver the policies and procedures through the Customer Care team, and other relevant members of personnel in branch.
Recruit all other Customer Care staff within branch, and assist with Recruitment days within regions. Assist with recruitment of internal staff to enhance recruitment of staff with right approach to the Customer Experience.
3 Administration,Complaints & Claims:
To prepare administration for Customer Contact for work and to prepare handover packs for Void works. Coordinate all Customer Care complaints for the branch, report as required to the Head of Customer & Community Services. Monitor branch expenditure, and be the 1st level of escalation for complaints.
4 Corporate Social Responsibility & PR:
To be the main contact for the branch with regard to all CSR & PR activities, assist in organizing and promoting branch with Client and tenant groups. To deliver the agreed Corporate Social Responsibility policies on a local branch level. Coordinate and report all activities to the Contract manager & Head of Customer & Community services. Gather Good News information for the relevant PR initiatives. To work with CSR Manager for Region, and run Mears initiatives as they come into the branch, ie; Red Bins etc.
Deliver Customer Care training to all operatives, and ensure all office staff, receive appropriate Customer Care training, and shadowing. Document and update HR in appropriate manner.
6 Service levels:
Be a pro-active player with regard to building relations with the client, working with the Contract Manager, developing the relationships with the tenant groups and Area housing & Associations, TPU etc.
Monitor the day – day delivery of all services to client, tenants and tenant groups.
Attend Area housing Offices weekly, and attend all client and tenant group meetings as required.
Monitor through Complaints registers and claims, and KPI’s, the service delivery levels, for the branch, and reports through set Reporting lines.
Undertake internal 10% Customer Satisfaction surveys are complete.
7 Business Development & Review:
To work with Contracts Manager to asses business delivery through meetings, audits, internally and externally with client, and tenants groups.
8 New initiatives:
Ensure all new initiatives that are brought to the branch are communicated and acted upon.
To ensure that Customer Care Team adhere to all Hr Policies and procedures through Audits. Monitor and report on all Holidays, sickness, authorized and unauthorized absences. Ensure site has full cover during holidays sickness etc, by standing in for staff during these absences.
10 Health & Safety:
To ensure that Health & Safety procedures are adhered to, for Customer care team, and to report issues through Contracts Manager. Adhere to the Lone Working procedure.
Please note: If you have not had a response within 4 weeks from the closing date of this vacancy, please consider yourself unsuccessful on this occasion.
Mears Group is an equal opportunities Company
Mears is a provider of services to many local communities often with a high level of vulnerable persons.
Please send us your application by downloading and completing the application form and then selecting ‘Apply Online’. If you are unable to complete the application form please click ‘Apply Online’ and attach your CV. If you experience any difficulties please email your application to email@example.com.