Experience

The Barnet Group

• United Kingdom
• Non-profit Organization Management
• 1 - 100 Employee

• Housing Options Contact Centre Manager

  • Oct 2022 - Present

• Customer Ready Manager

  • Sep 2017 - Oct 2022

• Contact Centre Manager (secondment)

  • Jan 2020 - Feb 2021

• Senior Customer Service Officer

  • May 2015 - Sep 2017

  To support the Contact centre manger of day to day operation of the Contact Centre. To meet key priorities and objectives of The Barnet Group business plan.Train and develop Customer Service officers using SMART targets to improve performance.Meeting customer expectations by ensuring value for money, first time fix.Supporting the delivery of the Customer Access strategy. Supporting the implementation of the customer portal.Recruiting new Customer Service officer and ensuring they are fully trained and supported.Managing change - restructures, IT systems and customer experience.

• Customer Service Officer

  • Sep 2012 - May 2015

  Liaising with tenants and leaseholders to provide excellent customer service by phone or face to face. Managing the external mailbox for Barnet Homes for all enquiries. Ensuring that targets and response times are met and managed. Managing customer expectations to ensure customer has clarity on what services Barnet Homes provides. Looking at current and old policies and procedures within department and making relevant changes.