Resolution Team Manager
RESOLUTION TEAM MANAGER – SOCIAL HOUSING
A permanent role has arisen for a Resolution Team Manager, following a restructure within a large, London-based housing organisation. The resolution team is part of the contact centre and deals with all telephone follow-up queries from customers including correspondence.
As a Resolution Team Manager you will manage the day-to-day operations of the team, addressing incoming correspondence in an efficient and timely manner, carry out root-cause analysis of the follow-on queries coming in and continuously find ways to improve the processes/methods of working. Furthermore you will be required to maintain excellent working relationships with contractors, oversee the Out of Hours service provider and monitor the outbound email correspondence of the team to ensure company standards are being met. There will also be some minute taking when required.
We are looking for an individual with proven leadership skills and you must have experience within social housing with particular knowledge of repairs. In addition you must have experience of managing a team, working in a contact centre environment and the ability to prioritise your own workload as well as setting and monitoring targets for the team.
If you believe that you fit the criteria for this role, please apply now or contact us for further information.
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