We’re VIVID! – A vibrant, friendly, inclusive culture supports and develops people. Our Customer Experience team is hardworking and committed to providing excellent customer experiences.
Customer Experience Team Leader – Contractual, Basingstoke office, 9‑month fixed‑term contract, 37 hours per week, mix of home and office.
Benefits
* 26 days holiday (pro rata), plus bank holidays, with the option to buy or sell annual leave
* Productivity‑related bonus scheme
* Generous contributory pension of 6 %, matching employee contributions between 7 % and 10 %
* Private medical insurance
* Medicash health‑care cash plan
* Enhanced pay for maternity, paternity, adoption and shared parental leave
* Access to counselling, legal and financial information
* Electric car scheme
* Wide range of in‑house and e‑learning courses plus coaching and mentoring programmes
Responsibilities
Lead the line‑management of advisers in the customer experience contact centre. Drive a high‑performing customer‑centric culture, managing and developing a multi‑skilled team that deals with the majority of customer enquiries at first point of contact.
Take ownership of relationships with the asset, fire safety and customer influence teams to ensure advisers are appropriately skilled to meet agreed targets and provide seamless service delivery.
Lead continuous improvement efforts and act as the department’s lead for digital communication.
Qualifications
Fast‑paced contact centre experience and a background in service delivery within a customer‑centric business.
Supervisory or managerial experience in a housing‑related setting.
Strong communication, leadership, and collaboration skills; ability to motivate others and deliver outstanding customer experience.
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