Customer Resolution Centre Manager

Customer Resolution Centre Manager (Interim)

Location: Manchester UK
Contract: 6month fixedterm

Salary: 55441 per annum

Benefits: 11.4% pension contribution life assurance (3x salary) healthcare cash plan mental health support Employee Assistance Program Cycle to Work scheme childcare vouchers discounts and 27 days holiday.

Role Summary: We are seeking an Customer Resolution Centre Manager (Interim) to lead our Customer Resolution Centre in Manchester. You will oversee the multidisciplinary team ensuring a bestinclass service that resolves customer issues at the first point of contact. This role involves managing the Responsive Repairs Planning Team enhancing customer experience and ensuring regulatory compliance.

Key Responsibilities:

• Implement and manage the Customer Resolution model including the customer hub and repairs planning function.
• Drive a one team approach for consistent highquality service delivery.
• Lead and manage operational performance ensuring KPIs and customer satisfaction targets are met.
• Utilize customer insights and performance data to continuously improve services and efficiency.
• Implement and oversee a new multichannel customer communications platform.
• Manage thirdparty contracts to ensure quality and value for money.
• Develop and deliver training programs to enhance team performance.
• Ensure compliance with regulations and report noncompliance to leadership immediately.

Leadership and Corporate Responsibilities:

• Provide clear leadership fostering a culture of trust respect and accountability.
• Mentor and coach team members to drive performance and professional growth.
• Champion digital transformation and service improvement initiatives.
• Promote diversity inclusion and a positive work environment.

Critical Knowledge Skills and Experience:

• Experience leading highperforming teams in a dynamic customerfocused environment.
• Strong understanding of customer experience practices regulatory frameworks and complaints management.
• Proven ability to use data to inform decisionmaking and improve performance.
• Excellent communication project management and budget management skills.

Apologies but we can only accept applications from candidates that have the right to work in the UK without requiring sponsorship.

Lotus Recruitment Ltd are an employment agency acting on behalf of our clients.

Due to the high volume of applications we receive as much as we would like to it is not always possible to respond to unsuccessful applicants. Therefore if we have not responded to your application within seven days please assume that on this occasion your application has not been successful.

We offer a comprehensive benefits package including an 11.4% pension contribution life assurance of three times your salary and a healthcare cash plan that covers everyday expenses like dental and optical care. Additionally you have access to health assessments the Thrive mental health app and our Employee Assistance Program. We also support a balanced lifestyle with a Cycle to Work scheme childcare vouchers exclusive discounts and 27 days of holiday entitlement.

Remote Work :

No