Contact Centre Team Leader

Posted 17 March 2023
Salary £28,763
Job type Permanent
DisciplineContact Centre
Contact NameLeanne Stevenson

Job description

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


  • 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.