Repairs Contact Centre Team Leader
Leyland, Lancashire
3 months+
£17 PAYE + holiday
Hamilton Woods Associates are currently recruiting for a Contact Centre Team Leader to work for a housing association in Lancashire within their repairs function.
Office working will be required 5 days a week and will be supporting a team of x6 Repairs Advisors and x3 Customer Liaison Officers, who are a crucial link between tenants and the teams delivering their repair and improvement works.
Responsibilities of the Repairs Contact Centre Team Leader:
Providing day to day supervision of a team of x9 Repairs Advisors and Customer Liaison Officers
Carrying out one to ones, performance reviews, and thorough coaching and support
Assisting the Customer Services Manager to investigate complaints, identifying and actioning learning opportunities and prepare written responses to tenants.
Providing a consistently high standard of customer service to all internal and external customers, ensuring high levels of customer satisfaction are achieved.
Carrying out performance monitoring and feedback
Monitoring workflow and ensuring an excellent service is provided to customers within set timescales and service standards.
Working with operatives, contractors and managers where concerns are highlighted to ensure a satisfactory outcome is achieved for tenants
Effectively managing and reporting on disrepair claims.
Liaising with solicitors and independent experts in relation to any legal claim for disrepair and ensure a timely and satisfactory resolution.
Identifying trends and suggesting practical improvements to minimise recurring issues or concerns raised by tenants.
Evaluating customer feedback and identify ways to enhance customer service and satisfaction.
Engaging with customers by phone and face to face to resolve concerns and minimise the escalation of complaints.
To be considered for this exciting role, please contact Bethan Hall - Associate Director at Hamilton Woods or apply online with a covering note of your experience and suitability. Due to the exceptionally high level of applications if you have not heard back from HWA within 7 - 10 days, it is regrettable that we cannot reply to everyone with feedback directly and please co