Customer Service Centre Team Leader
Location: Garden Court, Coventry
Salary: £25,262 - £27,991 per annum
Hours: 36.25 hours per week
Are you looking for a varied role in a modern, customer focussed business that combines commercial thinking with social purpose? We have an exciting opportunity for a Customer Service Centre Team Lead to join our Contact Centre.
Based across the Midlands, the East and the South East, Orbit is already one of the UK’s leading housing associations. We provide high quality, good value homes to over 100,000 customers across 42,000 homes. We are a big developer too, building 2,000 new homes every year. At the heart of this growth are our customers. We provide all sorts of homes for all sorts of people, and our approach empowers every one of them to grow and flourish. We make profit in order to invest into the communities we work for, playing a key role in driving UK housing growth.
Located at our brand new offices in Coventry, this role will see you lead, supervise and motivate a team of up to 16 Customer Service Advisors. The Customer Service Centre is made up of 5 teams responsible for repairs, Income, Tenancy and social media queries. You will be required to coach and develop your team to ensure KPIs and performance targets are achieved successfully.
This role will see you play a pivotal part in the Customer Service Centre to drive and encourage Advisors to provide an outstanding service to internal and external customers. You will have the ability to look at new and smarter ways of leading people through periods of change. This opportunity will include managing recruitment, sickness and low level dissatisfaction calls.
You will work on a rota basis between the hours of 0800-2000 on Monday to Friday. Saturday 8am-1pm.
To be successful for this role you will have a passion for customer service and experience of working in a fast paced environment. We are looking for someone who is passionate about developing and coaching people.
It is not essential to have previous work experience in a call centre environment, but you will need to demonstrate working at a similar level in a customer service environment.
Successful candidates will have strong interpersonal skills as it will be necessary to build strong working relationships with partners across the business. This role requires someone who can challenge current processes and present new ideas to improve the service.
Please see the below role profile for full details of everything the role involves.
If this sounds like you, then we would love to hear from you. Applications consist of a CV and supporting statement. For more information please contact Jen Cole at Retinue Solutions, on 0203 837 7880 or J.firstname.lastname@example.org.
Advert Expiry Date – Thursday 16th May 2019
Interviews will be held on Wednesday 22nd May 2019