About the role
:
We have an exciting opportunity for an experienced Contact Centre Team Leader to join our Planning and Business Services Team (Property) on a fixed-term basis from Nov 24 -March 25.
This role will lead our Customer Support to effectively manage the delivery of front-line customer support services, managing call queues and maximising the productivity and effectiveness of the support team. Working Mon – Fri you will be based at our busy contact centre, based at Doxford International Business Park Sunderland, where last year our Customer Support Assistants answered over 200,000 calls.
The Planning and Business Services team are currently going through a period of change as we review and improve our ways of working and key processes. We are therefore looking for a motivated, innovative and process-focused individual to focus on the quality of service we provide to our customers.
Interviews for this opportunity will take place start of November 25, with a start date within the same month where possible.
This role is subject to a basic DBS check.
Principal Accountabilities:
•Own and manage the teams ' end-to-end processes ensuring they are up to date, documented, well communicated, followed, and reviewed as needed.
•Collaborate with other subject matter experts within the Compliance, Repairs and Voids team to improve our ways of working and improving our customer service.
•Ensure resources are effectively managed to facilitate the delivery of front-line customer support services, managing call queues and maximising productivity and effectiveness of the Customer support team.
•Complete regular people management activities - monthly team meetings, 121s, annual PDP process, sickness & performance management, recruitment & selection.
•Support colleagues to achieve personal and business objectives, effectively managing performance issues as they arise.
•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
•Ensure a high quality, customer-first service.
•Support customer-driven change throughout the organisation
•Demonstrate ownership, accountability, and responsibility for customer issues.
•Ensure consistent delivery of key performance indicators, identifying areas for improvement and implementing actions to address any slippage in expected performance.
Teamwork
•Promote a culture of collaborative working resulting in high-performance and customer-driven teams.
•Share customer-centred goals and objectives with colleagues across the business
What we are looking for:
Experience
•Experience working in a performance-driven, fast-paced customer-focused environment
•Proven experience of working collaboratively and building positive working relationships across all levels, internally and externally
•Management of up to 15 team members
Skills and Knowledge
•Excellent communication and listening skills.
•Excellent organisational skills
•Ability to plan and prioritise own workload and meet deadlines.
•Confidence and ability to multitask, recording information accurately with attention to detail.
•Outstanding people 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, 121s, sickness review meetings and annual appraisals.
•Confidence to lead and engage a team as well as having difficult conversations.
•Competent in Microsoft Office tools
Attributes
•Organised and process focused.
•Resilient, tactful, diplomatic, and tenacious, with the ability to work in a changing and challenging environment.
•Empathetic and compassionate approach to customers
•Courteous and professional manner in all situations
•Flexible approach
•Strong influencing skills and ability to overcome resistance to change.
•Ability to deal with confrontational situations calmly.
•Ability to cover required operating hours of the post, but flexible to change in operating hours which could require weekend working.
What we offer:
•31 days paid holiday (pro rata) - plus bank holidays
• 12.30 pm finish on a Friday
•Free parking
•Access to private healthcare via a Health Cash Plan scheme.
•Health Cash Plan with cashback for dental, optical, physio, wellbeing therapies and more. Including some free child over.
•Competitive Aviva pension scheme - Gentoo will contribute up to 10% based on your personal contribution.
•Salary sacrifice scheme for electric car (lease car)
•Enhanced family-friendly leave
•Car mileage allowance if you use your personal vehicle for business purposes.
•Life assurance cover to the value of 3 times your annual salary.