Customer Service Team Leader

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Leyland
Permanent
£33,000 - £35,000 per year
Immediate startCustomer Service AdvisorAbout Our ClientOur client is a well known housing association in the North West who are going through a really exciting period of growth, if you are looking for a role where you can develop and grow this position could be for you!!Job DescriptionMain ResponsibilitiesAssume responsibility for customer interactions within a multi-channel contact centre that serves the entire Group.Collaborate with colleagues to support our Digital Customer Access Strategy, fostering a shift towards preferred communication channels to enhance the overall customer experience.Cultivate an efficient and high-performing team by providing coaching and development opportunities, ensuring that team members receive adequate support in handling various inquiries, including those related to repairs, income collection, and anti-social behaviour.Drive and oversee a range of initiatives aimed at enhancing service quality, with a strong focus on achieving high levels of customer satisfaction.Investigate customer complaints and coordinate their resolution as needed.Lead and manage change effectively by ensuring that teams are well-prepared through strong leadership, coaching, and support, while maintaining consistently high customer service standards.Foster a culture of collaboration, employee engagement, and proactive problem-solving throughout the department.Oversee staff recruitment and selection in coordination with HR and OD, ensuring that comprehensive and relevant training programs are implemented for all team members.Work alongside the management team and training coordinator to formulate a training strategy that supports the development of all colleagues to their fullest potential.Plan colleague schedules in advance, ensuring adequate coverage during operating hours to meet service demands.Address employee relations matters, such as disciplinary and grievance issues, following the Group's established procedures.Continuously monitor and evaluate best practices, legislative changes, industry innovations, and market shifts, and consider adopting or adapting them as needed to enhance service delivery. Periodically review all relevant policies and procedures.Compile and prepare statistical information as necessary for internal reports, corporate/client reports, and external agencies.The Successful ApplicantExhibit strong interpersonal skills for collaborative work with colleagues and external partners.Possess the capability to enhance the customer experience.Effectively communicate and present to stakeholders at all levels.Display a positive attitude towards change and a readiness to identify opportunities for performance improvement.Demonstrate the ability to manage, lead, and inspire staff.Collaborate effectively as a team member in a customer service setting.Perform well under pressure and adeptly plan and manage workloads for oneself and others.Develop, implement, and evaluate procedures, work instructions, and systems to ensure the adoption of best practices.Drive change and exhibit innovative and forward-thinking approaches.Maintain the utmost confidentiality.Capable of providing and receiving positive and constructive feedback while critically assessing personal performance.Embrace flexibility and a willingness to acquire new skills.Work independently and exercise initiative within established guidelines.What's on OfferEnjoy up to 26 annual holidays, with the flexibility to purchase or sell leave!Celebrate your birthday with a day off-birthday leave.Benefit from improved maternity, paternity, and adoption packages.Receive support through carers leave when you need it.Contribute to your community with one paid voluntary day each year.Receive enhanced occupational sick pay.Participate in a pension scheme with matching contributions.Achieve work-life balance tailored to your needs and the group's.Explore various training and development opportunities to promote learning and success.
Page Personnel
is part of PageGroup. Page Personnel is a trading name of Michael Page International Recruitment Limited. Registered in England No. 04130921 Registered Office:
200 Dashwood Lang Road ,
Addlestone, ,
Surrey
,
KT15 2NX
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