The Vacancy
Monday to Friday 37 Hours per week (between the hours of 0800 and 1800 by rota)
We are really excited to be recruiting an additional Team Leader to join the team in our new Resident Contact Centre.
As one of three team leaders you will provide direct day-to-day line management including technical guidance to the advisers within the Resident Contact Centre.
You will be a key escalation point for customers ensuring any dissatisfactions are recorded at the point of being made, aiming to resolve on the first point of contact.
Reporting to the Team Manager you will work together to; deliver any identified service improvements, audit calls to ensure that each call is dealt with effectively and efficiently demonstrating a professional approach.
All our resident calls are answered in accordance with our LETS principle, that is actively listening to and understanding the details of the contact, assessing and supporting the customer with patience and empathy with the aim of first contact resolution, and you will manage your teams' performance to achieve those KPI’s.
The ideal candidate for this role will be someone who has previous experience working in a call centre customer service environment and leading a team.
So, if you think you have what it takes to make a difference, to manage and lead a team of high performing Resident Contact Centre advisers, are a calm and confident communicator with good listening skills and can ensure the timely resolution of customer queries we would like to hear from you!
The full Job Description is attached
We reserve the right to close this advert early if sufficient interest is received. Therefore, if you are interested in the role, we encourage you to apply without delay!
The Company
A commercial business with a social heart, our vision is to create opportunities that change lives through our drive, expertise, resources and passion.
Our dynamic approach has made us one of the region’s leading providers of affordable homes for rent and sale. Developing new homes across Cambridgeshire and Peterborough, and the surrounding area, we’re committed to increasing the supply of affordable homes in the communities where they are needed most. Agility and innovation are central to our approach to adapting to change, and we’ll continue to grow our business in today’s fast-paced operating environment.
There’s more to building communities than building houses. In addition to providing quality homes and delivering excellent landlord services, we also provide care at home and at our two extra care communities in Peterborough as well as around the clock support through our LifeLine personal alarm service. Our community investment programme sees us working with specialist partners to bring a range of employment, wellbeing and family-friendly services to the heart of our communities, with a rapidly expanding digital support offer too.
You can find out more and the on the CKH website.
Putting People First
CKH actively seeks to continue to build an inclusive environment for its employees and the communities it serves and welcomes applications from people from all backgrounds.
At CKH, everything we do is about the people who live in our homes and access our services. So, we know we need the best people to deliver the outstanding services and support our communities deserve. No matter where your career with us takes you, you’ll be part of a team that makes a difference and creates opportunities that change lives.
As well as working to create sustainable, prosperous communities, we’re also keen to build a workplace community where you can feel supported by colleagues and enjoy your time at work. With a broad range of backgrounds and experience, our team is united by our shared values: action, commitment, excellence, integrity and teamwork. If that sounds like you, we’d love to hear from you.
Benefits
We know we need to provide a great working environment to attract the best people. Our offer includes:
1. A great pension scheme: we will double your contribution up to a maximum of 10% and include Life Cover
2. Generous holiday entitlement; 25 days plus bank holidays increasing with time
3. Flexible family friendly and carers policies that allow a range of paid and unpaid leave
4. CKH Rewards benefits platform including cashback on purchases, instant vouchers and reloadable gift cards
5. Westfield Health, giving access to a range of benefits such as 24 hour DoctorLine, Employee Assistance Programme, money back for glasses and dental treatment (after probation)
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