Join to apply for the Contact Centre Service Lead role at Look Ahead Care and Support
We’re looking for a kind, compassionate and resilient Contact Centre Service Lead to join our Central Social Care Service in Westminster
£36,000-£40,000 per annum depending on experience, working 35 hours per week.
Benefits
* Annual leave increasing up to 30 days with length of service
* Free DBS
* Exclusive discounts and cashback via Reward Gateway® and opportunity to buy a Blue Light Card
* Fully paid induction programme and further training
* ILM courses and Apprenticeship Programmes
* Cycle to work scheme
* A generous pension – we will contribute up to 4% and life assurance cover up to £10,000 (T&Cs apply)
* Quarterly Staff Awards to reward & recognise our amazing staff’s commitment and contribution
What you’ll do
* Customer Services – be the first point of contact for customers and staff throughout the organisation on all enquiries, providing support, guidance and advice to Contact Centre Officers, dealing with enquiries on Housing Management, Maintenance and Customer Support, providing details on Look Ahead’s Support function for customers or external agencies and first time resolution of informal complaints.
* Responsive Repairs – receive and action maintenance requests for owned, managed or leased properties, monitor the progress of works orders, and ensure repairs and voids process are updated on the CX housing management system accurately and efficiently.
* Leading Team – undertake management of allocated staff ensuring clear targets, training needs agreed and regularly reviewed, supervise volunteers as delegated by the Head of Customer Service or other relevant Manager.
About you
* Approachable and open behaviour, works as part of a group or team.
* A strong commitment to providing an excellent customer service.
* Calm and resilient, does not let emotion adversely affect judgement.
* Significant confidence and high levels of self‑esteem.
* Respectful, articulate and sensitive in style of communication.
* Motivated towards excellence and improvement of personal performance with a can‑do attitude.
* Team player and solution focused.
What you’ll bring
* At least two years working in a customer focused service environment / call centre.
* Minimum GCSE English and Maths or equivalent.
* Leading, supervising and developing others (Coaching and mentoring).
* Managing and supporting others with complex cases and enquiries.
* Resource management – forward planning, business continuity and rota management.
Skills
* Excellent call handling and management skills.
* Ability to learn and apply a wide range of skill sets to satisfy a broad range of customer needs using different channels.
Desirable
* Knowledge of the housing / Head of Customer Service sector.
About us
Look Ahead is a leading, not‑for‑profit care and support provider in London and the South East. Our vision is to build better lives through social care and housing in local communities. As an organisation we deliver over 100 services, providing support to thousands of customers each year. Our mission is to co‑design and deliver services that offer innovative social care solutions and support people to thrive.
We have a strong social purpose and we live and work by our values: Excellence and innovation, Caring and Compassionate, Inclusive and Trusted, Partnership and One‑Team.
Look Ahead is committed to safeguarding and promoting the welfare of children and adults at risk, and expects all employees, workers and volunteers to share this commitment.
If your application for this role is unsuccessful, but we feel that you would be suitable for another role, we may contact you to discuss alternative opportunities.
We reserve the right to close this advert early if we are able to appoint to the vacancy before the advertised closed date.
We are committed to diversity and inclusion at work and are accredited with Silver in the Inclusive Employers Standard 2021. We are a proud member of the Employers Domestic Abuse Covenant and encourage applications from a diverse range of applicants of all backgrounds.
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