​If you’re an experienced contact centre team leader and looking for a role with great working hours and an early finish on a Friday, then look no further!

We are looking to recruit an experienced contact centre team leader to join a large provider of social housing based at Doxford Park, Sunderland.

It is an exciting time to join the business as they embark on a period of transformation to make key improvements in its ways of working. You will lead Tenant Support teams to effectively manage the front end tenant support services.

Working hours:

Monday to Thursday between 8 am-5 pm and 8 am-12.30 pm Friday.

Benefits include:

• 29 days holiday

• Pension scheme

• Life assurance

• Cash healthcare plan

• Care mileage allowance

• Access to an online portal for retail discounts

• Cycle to work scheme

• Employee assistance programme

Responsibilities:

• Own and manage end-to-end processes ensuring they are up to date, followed and reviewed as required

• Collaborate with other subject matter experts within the Compliance, Repairs, and Voids team to improve ways of working and improving customer service

• Ensure resources are effectively managed to facilitate the delivery of front-line tenant support services, managing call queues and maximising productivity and effectiveness of the Tenant support team

• Complete regular people management activities

• Ensure all staff are aware of and adhere to the Group’s policies and procedures including landlord compliance obligations driving a compliant mindset

• Identify service and process improvements and training needs through call and KPI monitoring Formulate and deliver training and development plans based on 121’s and service testing feedback

• Support with recruitment where appropriate

• Work collaboratively with all colleagues to ensure tenants are at the heart of the business

Skills and knowledge:

• At least 3 years of management experience in a Contact Centre environment

• Experience working in a performance-driven, fast-paced tenant/customer-focused environment

• Proven experience in working collaboratively and building positive working relationships across all levels, internally and externally

• Ability to plan and prioritise own workload and meet deadlines

• Confidence and ability to multitask, recording information accurately with attention to detail

• Outstanding interpersonal skills with the ability to build rapport quickly

• Ability to analyse data and use it to inform and deliver service transformation and improvements

• Can confidently hold team meetings, 12’s, sickness review meetings, and annual appraisals

• Confidence to lead and engage a team as well as having difficult conversations

If you’re interested in this role, click ‘Apply Now’ and a member of our team will be in touch.