Contact Centre Team Leader

Last year Gentoo’s Customer Support teams answered over 200,000 calls at our busy contact centre, based at our head offices on Doxford International Business Park, Sunderland. We currently have an opportunity for an experienced Contact Centre Team Leader to lead the Customer Support teams to effectively manage the delivery of front-line customer support services, manage call queues and maximise productivity and effectiveness of the support team.The role of Contact Centre Team Leader is in Gentoo’s Planning and Business Services Team (Property), who are going through a period of change as we review and improve our ways of working and processes. We are looking for a motivated, innovative and process-focused individual to focus on the quality of service we provide to our customers. Working hours Monday – Thursday 08:30 until 17:00; Friday 08:30 until 12:30, with the flexibility to change in operating hours which may require weekend working.The Contact Centre Team Leader will be responsible for:• Owning and managing teams end to end-to-end processes ensuring up to date, documented, well-communicated, followed, and reviewed as needed.• Collaborating with other subject matter experts within the Compliance, Repairs and Voids team to improve our ways of working and improving our customer service.• Ensuring resources are effectively managed to facilitate the delivery of front-line customer support services, managing call queues and maximising the productivity and effectiveness of the Customer Support team.• Completing regular people management activities - monthly team meetings, 121s, annual PDP process, sickness and performance management, recruitment and selection.• Assisting colleagues to achieve personal and business objectives, effectively managing performance issues as they arise.• Ensuring all staff are aware of and adhere to the Group’s policies and procedures including landlord compliance obligations driving a compliant mindset.• Identifying service and process improvements and training needs through call and KPI monitoring.• Formulating and delivering training and development plans based on 121’s and service testing feedback.• 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.What we are looking for:• Experience working in a performance-driven, fast-paced customer-focused contact centre environment is essential.• Proven experience of working collaboratively and building positive working relationships across all levels, internally and externally.• Line management experience.• Experience in running team meetings, 121s, sickness review meetings and annual appraisals.• Demonstrable experience leading and engaging a team as well as having difficult conversations.Skills and Knowledge• Excellent communication and listening skills.• Excellent organisational skills• Ability to plan, 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.• Competent in Microsoft Office toolsWhat we offer:• 30 days paid holiday (pro rata) - plus bank holidays.• Free parking• Access to private healthcare via a Health Cash Plan scheme.• Free 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.25-Sep-2023The CompanyWe're a housing association that provides more than 60,000 people in Sunderland with a place they can call home. We're a values-driven organisation, with a clear vision, a social purpose and a commitment to investing in people, place and property. We believe everyone has the right to live in a good quality home they can afford and invest millions of pounds every year in keeping our existing homes safe, secure, and compliant.We're also playing our part in addressing the UK housing crisis locally, by building hundreds of new, modern and contemporary homes for rent in Sunderland - homes that meet the needs of local people. Not only do we provide vital housing - we support our tenants, residents and communities by investing in services that help people live their best possible life.This includes helping people to work, victims of domestic abuse and anti-social behaviour, young people to live independently, as well as a wellbeing service that supports our elderly tenants and residents.
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