Scheduling Manager/ Customer Service Manager

Job title:

Scheduling Manager/ Customer Service Manager

Company

Wates

Job description

We have a fantastic opportunity for a Scheduling Manager/ Customer Service Manager to join our Wates team within our Responsive Maintenance division. You will be working on various contracts located in numerous areas e.g. Dunstable, London & Surrey. You will be responsible for overseeing and delivering a 5* customer service experience on all contracts.

Key Accountabilities will include:

· 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.

· To 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.

· To accept and case manage on behalf of our Customer Service Advisors, difficult customer situations that have been escalated to them, ensuring the customers experience in dealing with us is positive. To implement and manage service standards for delivery.

· To 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.

· To ensure established policies and procedures are adhered to.

· To ensure that service delivery is continuously improved to meet the needs of the customer as well as our clients and business partners.

We are looking for an experienced and professional Scheduling Manager/ Customer Service Manager with knowledge of Maintenance practices, standards and processes along with the ability to analyse technical and commercial aspects of maintenance tasks and apply solutions in terms of time, cost, quality and best use of available resources.

Wates Group is one of the largest, and most successful family-owned private construction, development, and property services companies in the UK. We are building a place to work where everyone belongs, by one small act of inclusion at a time. We celebrate difference and welcome diversity.

As a responsible and inclusive employer, we are committed to equality and are proud to have been recognised for this through a range of accolades including gold accreditation with Investors in People, we are also a Disability Confident employer. Being a family owned, business means we understand and value long term relationships.

The Wates Group are committed to three ambitious environmental targets for 2025: Zero Waste, and Zero Carbon, from our operations and Positive Nature Enhancement. Wates are pushing to take a leading role in reducing our industry’s environmental impact.

PLACEHOLDER

Expected salary

Location

North West London

Job date

Thu, 01 Feb 2024 08:25:57 GMT

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