Contact Centre Team Leader
- Posted 17 March 2023
- Salary £28,763
- LocationSunderland
- Job type Permanent
- Discipline Contact Centre
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
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.
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