Customer Service Manager

The Land Trust is a registered charity dedicated to the management of green spaces for community benefit.

The Customer Service Manager will report to the Communications and Marketing Manager and work closely with the Service Charge Team and other staff across the charity to support the business and support the communities who live around our sites.

This exciting new post will involve close working at a strategic and also hands on level with Land Trust’s external stakeholders across the country.

You will have proven experience working in this field, a flexible ‘can do’ approach and the ability to work flexibly and on your own.

Purpose of the role

• Provide customer services support and guidance to the wider team on in depth issues
• Support all aspects of managing complaints including, recording, responding directly to complainants, acknowledging complaints, allocating complaints and reviewing outcomes
• Produce and circulate performance statistics on a weekly/monthly basis (or frequency as required) and analysing any trends
• Maintain a good team environment across all individuals feeding into the customer services function.
• Ensure customer services team coverage during core hours

Key Responsibilities

• Ownership of the customer services function across the Land Trust.
• Management and leadership of the customer services function to achieve SLA agreements and deliver a high level of service to the Land Trust Service Charge residents
• Support the wider finance and estates team on incoming enquiries
• Review, improve and implement support procedures across the service charge business.
• Provide all day-to-day management requirements for the customer services function
• Co-ordination of all Customer enquiries and complaints.
• Making sure calls and tickets are dealt with efficiently in line with any contractual SLAs and set KPIs
• Deal with customer escalations and more difficult support calls and complaints to ensure a consistent level of service.
• Ownership of new customer services software, ensuring it is optimised.
• Work with the comms team to implement a new customer satisfaction survey.

Qualification, Skills and Experience:

• At least 5 years’ experience within a Customer Service/Customer Support Manager role
• Strong written and verbal communication skills with colleagues and customers
• Experience in designing and implementing customer support processes
• Commercial awareness
• Ability to prioritise tasks and work proactively
• Self-motivated and a problem solver
• Ability to negotiate at all levels
• Strong resilience and ability to work productively under pressure
• Previous line management experience
• Understanding of support applications/ticketing systems/CRMs. Zendesk experience would be useful.
• Knowledge and experience of Service Charges and the Residential Property Sector
• Experience of transitioning and managing support functions with remote or centralised teams

Salary and Benefits

• £30-35k FTE depending on experience
• Business travel costs will be reimbursed
• 25 days holiday per year, plus bank holidays. Rising to 30 days with 5 years’ service
• A defined contribution pension plan, the Trust matching employee contributions up to 6%
• Life Assurance (4 x salary)
• Hybrid working
• Option to purchase additional holiday.
• Employee Assistance Programme
• Health Care cash back scheme
• Training and Development support
• Enhanced family leave and sickness support
• Participation in the Land Trust’s bonus scheme

APPLICATIONS

In line with the requirements of the Asylum and Immigration Act 1996, all applicants must be eligible to live and work in the UK

For full information please visit: the land trust website

Applicants to send a CV and covering letter

Closing date for applications: midnight on Sunday 14th May 2023

Interviews will take place on Wednesday 24th May 2023

The Land Trust is committed to the principle of equal opportunity in employment and its employment policies for recruitment are designed to ensure that no job applicant or employee receives less favourable treatment on the grounds of age, disability, gender re-assignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation.

Job Types: Full-time, Permanent

Salary: £30,000.00-£35,000.00 per year

Benefits:

• Additional leave
• Bereavement leave
• Casual dress
• Company events
• Company pension
• Enhanced maternity leave
• Flexitime
• Life insurance
• On-site parking
• Referral programme
• Sick pay
• Wellness programme
• Work from home

Flexible Language Requirement:

• English not required

Schedule:

• Day shift
• Flexitime
• Monday to Friday

Supplemental pay types:

• Performance bonus

Ability to commute/relocate:

• Warrington: reliably commute or plan to relocate before starting work (required)

Experience:

• Customer Service: 3 years (required)

Work Location: Hybrid remote in Warrington

Application deadline: 14/05/2023
Reference ID: CSM
Expected start date: 12/06/2023