The Role
Fortem are currently seeking a Assistant Customer Services Manager to join our established Birmingham branch. This is a new position supporting our Customer Service Manager in the management of the department, with a focus on the quality of in-department delivery. This is a 6 month fixed term position working Monday to Friday 08:00 - 16:30
The Project
You will be part of one of Fortem's largest Social Housing contracts, Birmingham City Council. This is an expanding £50m Repairs & Maintenance, Capital Works and Retrofit contract and the largest social housing contract in Europe. We are responsible for over 22,500 properties in the Birmingham area including low, medium and a significant number of high-rise blocks. This is a fast paced, focused and dedicated contract which we have been re-awarded 3 times and we are very proud to be able to support this exceptional client.
Essential and Desirable Criteria
• Providing client response and acting as escalation contact when required
• Daily reporting on root cause of receipts
• Analysis on Day-to-Day/Weekly changes
• Keeping the Contract Detail portal up to date and providing new clarifications when they arise
• Overseeing the annual engagement calendars for all customer service related workshops, training content and performance meetings
• Ensuring all relevant Business Improvement Requests are opened in a timely manner, and overseeing the progression of these to influence reduction in complaint trends and promotion of best practice
• Training and embedding new team members to their role
• Attending branch meetings in the absence of the Customer Service Manager to provide feedback
• Attending Change Forums around the business
Personal Qualities
The Assistant Customer Service Manager will need: Essential:
• IT literate with excellent planning and data interrogation skills
• Excellent communication and able to build strong relationships
• Positive proactive attitude, inspires confidence and is approachable
• Team player and professional approach with high standards
• Able to engage and influence both individuals and groups
• Accuracy and attention to detail with great problem-solving skills
• Ability to plan work and meet deadlines
• Ability to prioritise and reprioritize as required
• Flexibility, with common sense approach
• Professional with good telephone manner
• Excellent customer service skills
• Ability to work well under pressure and remain resilient
• Enjoys customer interaction
• Driven by achieving targets
Additional Information
• Competitive salary based on experience with profit related bonus
• Motor Expenditure Allowance (£3,500)
• Option to opt into Salary sacrifice car lease
• 25 days annual leave + bank holidays + birthday off
• Sick pay
• 26 weeks full pay maternity leave
• 8 weeks full pay paternity leave
• Annual pay reviews
• Discounted gym memberships at national and local gyms
• Up to £3,000 colleague referral fee
• Vast directory of training on bespoke in-house Learning Management System
• Life Insurance
• Private healthcare and dental care
• Cycle to work scheme
• Retail and mobile phone provider discounts
About Us
Fortem are Social Housing property experts. It is our sole focus, and the only sector we have worked in since inception in 2002. We successfully deliver works across three workstreams – Repairs & Maintenance, Capital Works and Retrofit. Our mission is to raise the bar in Social Housing and help our clients provide safe, warm and decent homes for people to live in - because Every Home Matters. We are a Willmott Dixon Group Company. As such, we benefit from the credibility and recognition associated with a large and long-established brand – whilst as a standalone business within the Group, we maintain the flexibility to adapt our services to meet the unique challenges of the social housing marketplace. Our success is due to our people. They are passionate, committed and care about what we deliver for our clients and partners and residents. We take pride in developing our employees and supporting them to achieve their potential. For us, a sustainable future is about ensuring we continue to develop our people for our future needs and recruiting the right talent. Our culture, built around Courage, Care and Respect, ensures that we always deliver not only the job done but, most importantly, the job done in the right way. We are Investors in People – Gold standard, we believe in equality, diversity and respect for all and encourage applications from all sectors of the community. Please apply with your updated CV or contact us at the Recruitment team. Note for Recruitment Agencies: We have an agreed PSL, we do not accept speculative CV's from agencies. If speculative CVs are sent, no fee will be applicable.
Job Reference: FOR04316