Skip to main content

This job has expired

Customer Centre Manager (Repairs Management Centre)

Employer
Dudley Metropolitan Borough Council
Location
Harbour Buildings, Waterfront, Brierley Hill
Salary
£43,857 to £46845 per annum
Closing date
7 May 2021
Reference
DUDLEY000006120

View more

Sector
Local Councils
Job Type
Customer service
Contract Type
Full time permanent
Working Pattern
Shift work
Hours
Full-Time

Job Details

Housing is the landlord for Dudley Metropolitan Borough Council’s owned properties and offers a range of services to both tenants and leaseholders.  The department employs an in-house craft team that delivers a range of repairs and maintenance to homes throughout the borough, ensuring that they remain safe, comfortable and energy efficient.


Hours:  37 per week


Salary:  Grade 12


We are looking for an experienced Customer Service/Call Centre Manager to take responsibility of the Repairs Management Centre, managing a team of call operators who staff all communication channels for people contacting the Housing Maintenance Team.  The Repairs Management Centre monitors and responds to all calls into the centre providing a 24/7/365 response. 


The successful applicant will need to demonstrate the following:



  • Depth of experience at a senior level in managing similar call centre operations within a social housing environment

  • a proven track record of managing and training call centre operators to manage calls specifically for an in-house repairs and maintenance operation including staff management, quality, performance and rota-ing

  • experience and specific knowledge in developing a call centre to comply with the Regulator for Social Housing’s governance requirements

  • be technically competent in all aspects of housing repairs and maintenance in order to manage the front end call diagnosis process

  • experience and specific knowledge of schedules of rates and vehicle tracking systems

  • a proven track record of IT systems specific to call management and operational planning systems and ensuring staff are trained in all new delivery systems. 


The successful applicant will also be required to provide out of hours management support (as part of a rota with other managers) for staff working 24/7.


This post is subject to the DBS checking process. 


For further information or an informal chat please contact Julie Steventon, Head of Service – Housing Maintenance on 01384 812113 or via email: Julie.steventon@dudley.gov.uk


N.B. We reserve the right to close this vacancy prior to the advertised date should we receive a large number of applications.


Online application forms will only be accepted for this vacancy, online facilities for jobs are available at public libraries within the Dudley Borough.


If you have a disability and require assistance in making an application please contact the HR Resourcing Team via HR.Resourcing@dudley.gov.uk

If you are experiencing a problem whilst applying for a position, please follow the link below to the WM Jobs Help Page in the first instance; https://www.wmjobs.co.uk/staticpages/20563/help/


If the WM Jobs Help Page does not resolve your issue then please contact the HR Resourcing Team via HR.Resourcing@dudley.gov.uk


Dudley Council will check the information that you have provided against any details already held for accuracy and completeness. The Council will check, share and cross match your information both internally within the council and with external organisations to protect public funds and prevent or detect crime, only where the law allows us to do so. The Council’s full Privacy and Disclaimer Statement can be accessed on the website at http://www.dudley.gov.uk/


#LI-DMBC2019

Supporting documents
Person Specification
Benefits List
Job Description

Company

Top tip when applying – As we’ve got a new recruitment system the application process has changed a little and we hope you’ll like it! 

You’ll first need to register and create a profile the first time you apply. 

Creating your profile will enable you do things such as track your application progress, view emails you’ve received from us and manage communication preferences, manage your interview bookings and offer information if successful.

About Dudley Council

It’s an incredibly exciting time to work in Dudley Council as we embark on numerous multi-million pound regeneration schemes which will be real game-changers for the borough. In addition to the exciting schemes such as the Midland Metro we also have the ongoing and very serious challenges of ensuring vulnerable people across the borough receive the services they deserve.

At Dudley Council we have a ‘one council’ ethos that builds an effective and dynamic organisation which grows the economy and creates jobs, creating a cleaner and greener place and supports stronger and safer communities.

We are rightly proud to be the historic capital of the Black Country and, working with our partners, Dudley Council is also committed to looking forward and helping to deliver our borough vision of ‘Forge a Future for all’ www.dudleyboroughvision2030.org.uk

We ensure communities influence council decisions and are committed to delivering services in partnership with communities.  We provide flexible and responsive service in partnership and help communities help themselves.

In joining a local authority that serves 320,000 residents you will become an integral part of a council that:

• is ready to embrace change, providing an environment in which you will be encouraged to make your mark

• is aware of its key challenges and the need for a new energy to innovate the council, in order to find cost effective ways of delivering services

• has aligned its political and managerial leadership structures and is committed to protecting, securing and transforming the lives of children, families, the vulnerable and older people

• wants borough residents to have their say through our community forums

• dedicates time to meaningful consultation and listen to the views of our residents

• is working with the community to encourage active involvement of our residents

We want to leave a legacy of a better future for the borough that reflects Dudley borough’s potential and harnesses the ambitions of the people we serve. For more information see our Council Plan www.dudley.gov.uk/council-community/plan-policies-and-strategies/council-plan, Dudley Borough Vision for 2030, Forging a Future for All www.dudleyboroughvision2030.org.uk and key information about the borough and its communities at All about Dudley Borough www.allaboutdudley.info

Company info
Website
Telephone
01384 811300
Location
Dudley Metropolitan Borough Council
Mary Stevens Park
Stourbridge
West Midlands
DY8 2AA
United Kingdom

Get job alerts

Create a job alert and receive personalised job recommendations straight to your inbox.

Create alert