Customer Solutions Centre Manager

Who are Cardo Group?

Cardo Group is a family of companies delivering building maintenance services to local authorities, social housing providers and their residents.

Our multi-company group provides quality, value for money maintenance, compliance and retrofit services across the south west, south east and midlands. Future plans will see this develop into a national footprint.

We are currently looking for a Customer Solutions Centre Manager to manage our fast paced customer service team!

Main duties involve:

· Overall responsibility of the contact centre and 24/7 OOH external service provided by third Party.

· Ensuring that the Call centre IT suite and product is fully operational and functioning to

provide the service to our customers.

· Providing Training and mentoring to new and existing staff, working with other

departments to ensure a full end to end process is delivered in the most effective way

and calls received are correctly diagnosed and scheduled.

· Manage Call Centre mailboxes , ensuring mailboxes are kept clear and correct actions

take place.

· Support Customer Solutions Advisors with escalations and repair enquiries.

· Direct line Management of the Customer Solutions team.

· Monthly team meetings and one-to-ones.

· Weekly rota and ensuring cover for all shifts.

· Escalation of required calls.

· Monthly call audits and scoring for all team members.

· KPI reporting and monitoring of statistics.

· Monthly and weekly reporting (both internal and for client meetings)

· Responsible for the live monitor

· Ongoing review of productivity and processes

· Ongoing service improvement reviews/opportunities

· Regular monitoring of trends

· Relationship Management between the CEX and operational teams

· Monthly learning lessons reviews

· Attendance of resident meetings/board as and when required

· Working closely with the resident teams based on each client contract

· Attend monthly meetings with the client

· Ensure the team are updated at all times of any changes etc (verbally and back-up


· Maintain professional relations with the client teams

· Understand the contractual and commercial side of the business (budgets, coding and

job allocations)

· Attend new bid interviews if required

· Part of the mobilisation team of new contracts

This role would suit someone with previous experience managing a call centre particularly within Housing.

Benefits include:

– 25 days holiday + bank holidays

– Birthday day off

– Pension

– And many more..

Cardo is an inclusive employer. We value diversity. We value our differences .

We are working hard to build a business that is as diverse and inclusive as the communities we serve. So, whoever you are and whatever your background, we think you will fit right in at Cardo.

We want the best people to join our team and for all colleagues to feel valued, so we are currently reviewing the family-friendly benefits that we can offer to our employees.

Job Type: Full-time

Pay: £32,000.00-£38,000.00 per year

Company: Cardo
Job Type: Full Time
Job Location: Canterbury
Position: Customer Solutions Centre Manager

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