Customer Experience Team Leader - Accounts
Salary Range: £37,146 - £39,101 (Dependent upon experience)
Fulltime – Permanent (37.5 hours)
MTVH are excited to recruit an Accounts Team Leader to join our established Customer Accounts Team in Nottingham.
This is a fantastic opportunity for someone who truly believes that great service starts with caring for people and customers. As an Accounts Team Leader, you will lead a team of Customer Accounts Advisors who handle inbound account enquiries and make outbound calls to customers in arrears, offering solutions to prevent escalation. You'll be responsible for driving performance against objectives and KPIs, ensuring first-contact resolution each and every time, and continuously improving processes to benefit both the business and our customers. If you're passionate about leadership, customer service excellence, and making a real difference, we'd love to hear from you.
What you'll need to succeed
You will already be customer focused with a can-do attitude and a positive approach. You will demonstrate proven experience of managing a complex / high volume function as well as experience in managing performance in a coaching culture, sharing best practice and encouraging learning. You will have the ability to remain composed under pressure and experience of leading a team successfully through periods of significant change. A natural multi-tasker, you will operate in an organised and structured manner; be detail driven and capable of making quick decisions whilst balancing the needs of the customer, colleague and business.
We are looking for someone with the below essential criteria:
Proven experience of managing a high performing team to meet challenging KPI's, whilst balancing the needs of the customer and business
Experience in coaching colleagues and partnering to build skills and confidence
Good understanding of the UK benefits system and knowledge of relevant legislation and statutory frameworks
Proven experience in completing monthly 121s, performance conversations and performance improvement plans
Experience in coaching colleagues, and partnering to build skills and confidence
Knowledge of relevant legislation and statutory frameworks, particularly relating to the role of housing providers
A keen eye for attention to detail and experience in completing detailed documentation of actions taken
Metropolitan Thames Valley provides affordable housing for people living in London, the South East, East Midlands and East of England.
We also offer a range of care and support services. Our specialist areas include older people, mental health and transitional services which provide intensive support to marginalised or vulnerable people.
We deliver training programmes, events and activities for our residents, designed to boost employment opportunities and foster stronger communities.
A member of the National Housing Federation the G15 ? which represents London?s largest housing associations ? we influence policy for the benefits of our residents and the wider sector.
In October 2018 like minded housing associations Metropolitan and Thames Valley Housing formally completed a partnership to form Metropolitan Thames Valley. We came together because we want to improve the services we provide and do more in our communities. We?ll do this by listening to our customers and working alongside them.
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