Senior Relationship Advisor (Contact Centre Team Leader)
Red Kite Community Housing
Borehamwood, England, United Kingdom
Base pay range: Not disclosed. Salary will be based on experience and skills.
The role involves managing and supervising a team of Relationship Advisors to ensure service demands are met across all communication channels. You will monitor team performance through KPIs and a shared framework, addressing underperformance and recognising success where appropriate. The position requires handling escalated enquiries while maintaining high standards across calls, emails, face‑to‑face interactions, social media and web chat. You will also plan and delegate workloads to balance front‑of‑house duties with administrative tasks, while coaching and supporting team members through regular feedback, personal objectives and training for new starters. Compliance with company policies, procedures and customer confidentiality regulations must be upheld at all times.
Responsibilities
* Manage and supervise a team of Relationship Advisors across all communication channels.
* Monitor team performance through KPIs and shared frameworks.
* Address underperformance and recognise success.
* Handle escalated enquiries with high standards.
* Plan and delegate workloads balancing front‑of‑house duties and administrative tasks.
* Coach and support team members via feedback, objectives and training.
* Ensure compliance with company policies, procedures and confidentiality regulations.
Qualifications, Skills and Experience
* Excellent written and verbal communication skills.
* Ability to work well under pressure while managing multiple priorities.
* Strong leadership, motivation and coaching abilities.
* Awareness of personal leadership style.
* Detail‑oriented and highly organised in a busy environment.
* Creativity and proactive approach to improving service delivery.
Seniority level
Executive
Employment type
Full‑time
Job function
Customer Service and Management
Industries
Housing and Community Development
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