Senior Customer Delivery Manager

 

Sanctuary provide in-house repairs and maintenance services for an extensive portfolio of properties across Sanctuary organisations.  As part of a not-for-profit organisation, we aim to achieve outstanding results for our customers based on our values - working in an open and transparent way, creating strong partnerships with our customers and providing a first-class customer service.

 

Senior Customer Delivery Manager

 

Francis Street, Hull

 

£56,668 - £59,651 per year

 

40 hours per week, Monday to Friday

 

We are looking for a Senior Customer Delivery Manager to join our team based in Hull. In this role you will manage the planning teams, technical support and surveyor planning along with the performance of service delivery for the engineering workforce, ensuring that customers are provided with a high quality, cost effective and efficient service which responds to customer and organisational needs.                                                       

 

The role of Senior Customer Delivery Manager will include:

• Reviewing services in line with key performance indicators and service level agreements, ensuring all developed and implemented process are followed and workflow management audits are carried out accordingly, to ensure a high quality, cost effective and efficient customer service
• Manage, develop and implement effective systems and processes that identify existing or potential problems, diagnosing the issues and using creative and innovative thinking to help the business implement solutions, ensuring matters are escalated as appropriate
• Increase customer engagement and improve customer satisfaction, delivering and maintaining an effective organisational culture, in alignment with Sanctuary's values and vision
• Engage with and mobilise the business to design, develop and deliver with the customer in mind
• Manage the timely resolution of all complaints and breakdowns in service delivery by undertaking thorough investigations, effectively communicating progress and outcomes to the customer and monitoring and reviewing responses to ensure quality and appropriateness of responses
• Provide leadership and support excellence by searching out external best practice, creating improvement plans based on research
• Manage the recruitment, performance management and development of quality employees to ensure required skilled people are available to meet business needs
• Manage the development of communication strategies, plans and objectives with the customer service team and senior members of the management team and actively encourage the generation of ideas in line with business strategies to ensure employees understand how their performance helps deliver an efficient, cost effective and high quality performance organisation
• Manage the coordination, communication and maintenance of relationships with internal and external customers, identifying any shortfalls in service delivery and ensuring they are dealt with appropriately and required changes implemented to reduce future issues

 

Skills and experience:

• Degree, management qualification or relevant professional qualification preferably in customer service
• Lean Six Sigma qualification
• Recent experience of undertaking a similar role
• Comprehensive experience of developing and improving processes relating to customer service and complaints
• Proven experience of delivering process improvements and operational efficiencies using appropriate technology
• Significant experience delivering customer service excellence
• Proven experience and in-depth understanding of managing the delivery of housing services
• Comprehensive experience of analysing and diagnosing problems and implementing effective solutions
• Comprehensive experience of working to deadlines and prioritising workloads for self and others
• Some experience of budget preparation and control
• Working knowledge of work planning and call centre technologies

 

Why work for us?

Sanctuary Housing is one of the UK’s leading social landlords, providing over 100,000 homes across England and Scotland. We give our residents good quality, affordable homes in communities that they can be proud of. As part of a not-for-profit organisation, we reinvest any surplus we make back into the local communities we serve.

 

Our Benefits    

As part of our commitment to making Sanctuary a great place to work, where your wellbeing is of genuine importance, we have developed an attractive employment package. The package recognises your contribution, supports your physical, mental and financial health and gives you the flexibility to tailor your employee benefits by offering:

• 23 days a