• Full end to end management of a complex multi-channel customer service operation. • Full responsibility for the management of digital customer services.• Full responsibility for customer experience and insight.• Full responsibility of one in-house contact centre operation dealing with collections (PCI compliant), property maintenance, property lettings and complex neighbourhood issues including anti social behaviour and domestic violence.• Full responsibility for outsourced… Show more • Full end to end management of a complex multi-channel customer service operation. • Full responsibility for the management of digital customer services.• Full responsibility for customer experience and insight.• Full responsibility of one in-house contact centre operation dealing with collections (PCI compliant), property maintenance, property lettings and complex neighbourhood issues including anti social behaviour and domestic violence.• Full responsibility for outsourced operation responsible for the effective contract management of 40 clients.• Full accountability for the Group Complaints Team, dealing with all complaints to the business.• Full responsibility for reception walk in services.• Management of all contact centre systems including Avaya telephony network, CRM, Customer App and knowledgebase tool.• Procurement management for new customer service technologies.• Design, delivery and implementation of Customer Service strategies.• Leadership of Contact Centre, Back Office, Systems and Complaint Senior Managers.• Accountability for the achievement of all customer service KPI’s.• Responsible for motivating staff and minimising attrition.• Guidance, development and coaching of Customer Services Management Team.• Part of the Leadership team making strategic decisions on the business direction Show less