Customer Performance Manager

We are looking to recruit a Customer Performance Manager to join our team at our Goldney Road Hub in Westminster on a temporary basis (Maternity Cover).

About the Role

Joining our team, you'll be responsible for the management and administrative compliancy of the Morgan Sindall Integration System (MSi), with accountability for managing the business process systems, ensuring the attainment and compliance of KPIs.

This is very much a client and customer facing role delivering responsive and planned gas and heating repairs to domestic social housing homes and its customers.

You will drive our operational teams productivity by ensuring the planning and scheduling of all works are delivered on time, within scope and contractual KPI.

You will manage and drive customer experience ensuring that the team are supported to deliver exceptional customer service.

You'll be responsible for managing a team of schedulers and planners, liaising with the client's contact centre, whilst monitoring and managing the day-to-day service delivery, ensuring all cases are managed within overall time., cost and budget restraints.

With previous experience working in a busy team, you'll have managed a large team, ideally consisting of Team Leaders, Planners, Administrators and Apprentices, have excellent customer service skills and a focus on business improvement.

Candidates will have good working knowledge of Microsoft Office, with strong administration, organisational and communication skills, both written and verbal, with a proven track record of performance delivery against targets.

Desirable Qualification: Level 3 in Customer Service, Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.

Morgan Sindall Property Services provide integrated asset management for housing associations and local authorities, focusing on improving the living conditions of residents and leaving a lasting legacy in the communities we serve. Our services include, responsive repairs, void refurbishments, compliancy services and planned maintenance works.

With over 1000 employees, we focus on a culture which puts people at the core of everything we do, encourages innovative thinking and always puts our customer first.

Build your career with a leading property services company, where we recognise that diversity of thought and talented people are key to our success.

MSPS are proud to support the resettlement of armed forces personnel

• 26 Days Holiday & Bank Hols


• Enhanced Pension Plan


• Westfield Healthcare Cash Plan (24hr GP, dental, optical, physio and more)


• Life Assurance & Accident Cover


• Share Save


• Enhanced Maternity & Paternity Pay


• Work Perks Discounts & Vouchers


• Buy & Sell Holiday


• Flexible Working & Flexible Bank Holidays


• Cycle to Work


• Volunteering (2 days paid)


• Learning & Development Opportunities


• Extensive Wellbeing Support, including EAP


• Loyalty & Values Awards


• Funded Professional Subscription


• Company Uniform