My client is seeking a Head of Customer Service to lead on customer services for the council''s housing service and develop joint working relationships between all teams delivering a customer service in Growth and Place.Duties Includes:Contributing to and implementing a service improvement planManaging other aspects of the call centre''s daily operationMonitoring random calls to assess and improve the quality of staff performanceHandling and resolving complex customer complaintsBringing operatives back into the office and reducing the time spent working from homeSetting and meeting performance targets and carrying out periodic appraisalsTraining and supporting Team Leaders who are responsible for Customer services advisorsTracking user feedback, key performance indices and other statisticsPreparing reports and making presentations to senior management and other stakeholdersCommunicating the company''s goals so that all employees understand their role If you have previous experience in these areas and keen to develop your knowledge further this is a perfect team for you. Management that are willing to help all case managers be the best they can possibly along with a strong hour rate. ..... full job details .....