Job Advert
Torus Group are looking for a motivated and experienced Senior Team Leader - Customer Hub to join our team and make a meaningful
impact on our services. As a Senior Team Leader in our Customer Hub, you will play a key role in ensuring that our Customer Hub
delivers high-performing, quality services. You will lead on the development of our Housing Management System relating to
CRM/Contact Management and oversee the deployment of the QMAX Resource Planning system. This role involves supervising and
motivating a team of Team Leaders and Customer Advisors, ensuring adherence to policies and procedures, and continuously improving
service delivery to achieve performance targets.
Key Responsibilities
* Lead the development and configuration of the Housing Management System (CRM/Contact Management).
* Oversee the implementation and use of the QMAX system to ensure effective resource planning.
* Provide operational support and supervision to Team Leaders and Customer Advisors, ensuring compliance with policies and
procedures.
* Deputise for the Customer HUB Service Lead when required.
* Identify areas for improvement in processes, procedures, and IT systems to enhance customer service.
* Manage, motivate, and develop teams to ensure high-quality service delivery.
* Monitor team performance and implement action plans for continuous service improvement.
* Analyse business intelligence and telephony data to enhance service delivery.
* Handle escalated and complex customer enquiries and complaints effectively.
* Lead and manage service transformation projects and operational work plans.
* Ensure compliance with Health & Safety, Equality & Diversity, and Safeguarding policies.
What We’re Looking For
* We are looking for a strong leader who is customer-focused, has excellent communication skills, and can drive continuous
improvement in a fast-paced environment.
* Educated to GCSE grade C or above (or equivalent) in Maths and English.
* Experience in a customer-focused environment with a strong track record in delivering excellent customer service.
* Previous experience in team leadership and resource deployment, including creating team rotas.
* Knowledge and experience of configuring Housing Management Systems.
* Ability to manage performance, use data to identify trends, and drive service improvements.
* Strong relationship management skills with both internal and external stakeholders.
* Excellent problem-solving abilities with a proactive approach to service improvement.
* CIH Level 3 Qualification or willingness to study.
* Knowledge of QMAX or similar call forecasting systems.
* Awareness of the Social Housing Regulation Act and Social Housing White Paper.
Interview Process:
* Candidates will undergo in-person interviews, consisting of a competency-based interview. Interviews will take place week
commencing 17th March 2025.
Additional Information:
Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed:
* Right to work verification
* Qualification certificate check
* 2x Completed references
* OH Health Questionnaire – Fit For Work
* DBS check (if required for role)
* Completion of all new starter documentation including signed T&C’s
Please note, we reserve the right to close this vacancy early if we receive a high volume of applications.