Head of Customer Contact Centre

Are you a customer centric leader with a proven track record of high performance delivery of customer experience and complaints across digital and telephony channels?

If so, then our Head of Customer Contact Centre post is for you.

Location:      Durham or Ashington

Contract:      Permanent

Hours:           37 per week

Salary:           £68,344 per annum, inclusive of car allowances and entitlements

Closing Date:  5pm, Tuesday 23rd July 2024

About the role:

• We’re looking for an exceptional, talented customer centric leader who is results driven with the right skills, qualities and proven track record to achieve a high-quality customer experience across all digital and telephony channels.
• You will ensure high quality service delivery and performance of the centralised Complaints handling function relating to people, processes, systems and governance within the complaints process.
• You will work across the business to help continually improve efficiency, right first time for customers and improve knowledge content for colleagues.
• You’ll lead, inspire and engage people to fulfil their potential and enjoy being part of Bernicia’s shared vision.
• Our contact centre is small but perfectly formed across two offices (Durham and Ashington) (27 colleagues)

About you:

You will need:

• Excellent leadership and interpersonal skills, capable of influencing people and bringing people together and experience of managing and developing a new team
• Experience of leading and continually developing a complaints handling function, ensuring that they work effectively with customers and internal colleagues to ensure resolution is achieved within set timescales, in line with policy, quality and the Ombudsman complaint handling code
• Knowledge and practical experience of working to the Housing Ombudsman’s complaint handling code
• Degree or equivalent qualification in a related subject or relevant exempting experience
• Previous experience in a Digital and telephone-based Customer Service Leadership Role & experience of delivering service improvement
• Knowledge of social housing sector and different customer groups
• Able to advise on business decisions based on complex information & Knowledge of identifying service improvements as a result of feedback, service failures and complaints
• Able to understand resource planning and management information

The Benefits:

• 28 days annual leave + bank holidays
• Working from home opportunities; where applicable to your post.
• Make big savings on day-to-day expenses with discounts on shopping, groceries, holidays and days out through our Bernicia Own Benefits platform
• Generous pension scheme

About us:

• We’re all about helping people in need of housing.  We believe a good home makes lots of other things possible, so we provide great homes and services that do just that.
• We’ve built Bernicia to be a business that people want to be a part of.  We’re one of the North East’s largest and most successful housing providers; building, renting, selling and managing homes as well as providing services to over 60,000 customers.
• Everything about Bernicia is people focused, that’s why we’ve held the Investors in People Gold Award since 2010.
• We operate within a set of simple, but effective values, which blend perfectly to create our unique ‘Bernicia Way’ culture. This ensures we are customer focused, through working together, respecting each other, being accountable for our actions and demonstrating integrity and leadership.

Please note you will be required to drive for business.

You will therefore be required to hold a current and valid driving licence.

For more information regarding this role, please email Kirstie.kelly@Bernicia.com (Director of Housing).

We reserve the right to close this vacancy earlier than advertised, should we receive a large volume of applications.

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The Group is fully committed to the promotion of equal opportunities and we particularly welcome applicants from groups who are currently under represented at Bernicia.