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!