MMP Consultancy are working with a fantastic organisation to recruit a Head of Customer Service to join them, in North London. Salary: 60,000 to 65,0000 Per Annum Key Responsibilities: Currently we measure for 80% of calls to be answered and emails to be responded to within 10 working days. The post holder should drive improvements in this area to reduce call wait times and faster email replies.Ensuring effective staff and performance management so that all staff meet operational performance and behavioural expectations, maintaining high morale and a team who thrive with tailored personal development, and who are proud advocates for our customers.Work-flows, scripts and information banks developed and implemented to remove inefficiencies and enable most enquiries to be dealt with at first point of contact.Service model regularly reviewed and improved on the basis of resident feedback, patterns of demand and using data/trends to drive improvements.Developing a ''house style'' of written communication in conjunction with our Communications Team which is warm, empathetic and clear.Developing a process to deliver written operational communications for other departments where customer updates are required, creating consistency and operational success.To manage the customer services team to deliver professional, friendly and helpful multi-channel interactions. To work with colleagues to deliver seamless end to end resident centred services using workflow and telephony systems to ..... full job details .....