The Customer Services Coordinator will lead the transformation from a customer service team to a proactive
contact centre, which will manage all incoming interactions and deal directly with the most frequent service
requests. The aim is to develop a right first-time culture which deals with service requests in the most efficient
and Tenant First led manner.
They will work closely with Customer Experience Manager and Director of Services on the development of
existing Housing IT systems, developing and implementing AI technologies to automate the most frequent
service requests, and ensuring that the contact centre is effectively supported to deliver excellent services. They
will provide support and supervision to the Customer Services Officers. In delivering the key requirements of
the role, the successful candidate will liaise and work closely with managers and coordinators in developing
policies, procedures and projects to improve services, ensuring that all tenants receive a timely and positive
response to their contact with Circle VHA by achieving high rates of satisfaction.