Login to Apply

The Role

Fortem Solutions are currently recruiting for a Head of Customer Operations to join our head up our Customer Services team, based in our head office in Hitchin, Hertfordshire. This is a brand new position that will focus on supporting our customers, contracts and services from across all of our contracts

The Company

Fortem Solutions are a nationwide business specialising in the Social Housing sector. We provide Repairs & Maintenance, Retrofit, Capital Works and Decarbonisation workstreams within Local Authorities and Housing Associations.

Duties & Responsibilities

* Ensure Service Delivery meets stringent delivery targets

* Lead and manage the team, delivering Fortem's vision of "Every Home Matters"

* Embed a zero-accident culture of Health & Safety and ensure full legislative / statutory compliance at the centre

* Drive excellent performance levels with implementation of Service Improvement Plans

* Work within contract governance arrangements creating sustainable relationships at all levels and lead on customer satisfaction

* Manage all performance matters effectively to reduce risk of SLA / KPI breaches and associated service penalties

* Provide timely and accurate reporting of operational and commercial information in accordance with the agreed governance arrangements

* Ensure effective risk management processes and systems are deployed and managed to deliver resilient business and service continuity

* Work with Fortem and third-party suppliers to provide an integrated and seamless service delivery model to our customers and their stakeholders

* Undertake effective cost management in-line with agreed budgets and maximise opportunities for additional revenue streams and cost savings initiatives

* Embed staff training and learning and development

* Ensure appropriate levels of resources are deployed with succession and development plans in place

* Actively contribute to the development and growth of the customer experience strategy based upon understanding of customer feedback.

* Provide visible and clear leadership promoting a culture of high performance and customer focus

What You Will Need

Essential

* Demonstrable experience in the management of a multi - channel (voice, live chat, email, digital) customer service centre delivering to large value multi-site customers to exacting timescales in a comparable environment.

* Demonstrable track record of identifying, managing and implementing continuous improvement and innovation

* Excellent people communication skills with the ability to manage and develop positive relationships with customers, colleagues and stakeholders.

* Continuous improvement of service across teams through performance and matrix management

* Experience of successfully managing a similar sized team

* Experience of various Customer Service and/or Service Delivery technologies: ideally social housing / service delivery systems and Microsoft Office

* Full UK driving licence

Desirable

* Experience within social housing

Benefits

* 25 days annual leave + bank holidays & your birthday off

* Pay review every January

* 26 weeks full pay maternity leave

* 8 weeks full pay paternity leave

* Discounted gym memberships at national and local gyms

* Up to £3,000 colleague referral fee

* Other benefits including dental care, private healthcare, cycle-to-work scheme, mobile phone provider discounts & more

Who We Are

We are part of the Willmott Dixon group, established in 2002 Fortem provides specialist property solutions tailored to keep homes and buildings running smoothly. Our highly trained teams deliver a range of internal and external repairs as well as high quality voids, planned installations and gas services.

Alongside our core functions, we have extensive experience in decarbonisation, specialising in making homes more energy-efficient and helping clients on their journey to become zero carbon.

Our experience, commitment to best practice and exemplary quality, together with a genuine partnered approach, ensures we achieve excellent outcomes for our partners, clients and customers. We have an established track record of improving communities and creating better places for people to work and live.

We are Investors in People - Gold, we believe in equality, diversity and respect for all and encourage applications from all sectors of the community