Customer Care Manager
Hurricane Way, Norwich NR6 6EY, UK
Job Type
Full time - part time hours will be considered.
Workspace
On Site
About the Role
Norwich City Services Ltd is seeking a dedicated Customer Care Manager to oversee customer service and support operations within the Customer Experience team. Reporting to the Customer Experience Manager, this role is pivotal in ensuring customer satisfaction, resolving complaints, and improving service delivery.
As Customer Care Manager, you will be responsible for reviewing customer feedback, surveys, and data to identify trends and implement strategies that enhance service satisfaction. You will work closely with key stakeholders to ensure customer needs are met, providing performance insights to senior management. The role involves lone working, including customer visits, and requires handling complex and contentious issues with professionalism and empathy.
Additionally, you will develop and implement customer service policies and procedures to ensure consistency and quality, while encouraging customer feedback to drive continuous improvement. Staying informed about industry trends and emerging technologies will help identify opportunities for enhancing customer service and delivery.
The ideal candidate will have excellent communication skills, experience in coordinating with technical teams, and the ability to handle difficult situations professionally and empathetically. Strong administrative, listening, and organisational skills are essential, along with the ability to work independently, manage workloads effectively, and meet deadlines under pressure.
If you are self-motivated, conscientious, and detail-oriented, with a passion for delivering outstanding customer care, we encourage you to apply for this rewarding role at Norwich City Services Ltd.
This role offers a full-time position of 37 hours per week, with part-time hours considered, ensuring a flexible and inclusive work environment for all.
Requirements
Experience in resolving complaints and finding solutions to ensure customer satisfaction.
Experience in tracking key performance indicators (KPIs) related to customer service, including response times, resolution rates, learning and customer satisfaction scores.
Creating and presenting reports
·Good listening and organisational skills
About the Company
Responsible for key operational delivery and maintenance of Norwich city's streets, parks and properties by utilising all of the services that our environmental and building repairs teams have to offer.
We locally employ over 300 people with plans of continuous growth, aligned with high aspirations of excellent service delivery. Additionally, we also cater for various private businesses and residents across the city.
NCSL's mission is to deliver efficient and effective environmental and building maintenance services, always putting the customer first, protecting the quality of the environment while embracing our company values and behaviours to enhance the lives of the Norwich community.
Our aim is to create a more inclusive environment that truly balances purpose and culture; one that considers the impact of their decisions on the community and employees. We are passionate about the services we deliver and strive to have a work setting where our company values of accountability, respect and equality are at our core.