Job Description

Customer Services Team Leader

Birmingham

£27,000 - £32,000 depending on experience

Full Time

Fixed Term Contract 6-months

Do you pride yourself on providing a great customer experience? If you are passionate about customer service, have a strong work ethic and have experience of managing a high performing team we want to hear from you!

We now have an exciting opportunity for a Customer Service Team Leader to join us on a 6-month FTC basis to inspire, motivate, and lead our team of Customer Service Advisors to deliver an excellent experience for our residents.

The role

As part of the Management Team, you will deliver our objectives and contribute to the ongoing implementation of strategy and plans. You will be responsible for setting and achieving high standards across the team, ensuring that policies, procedures and systems are followed.

You will oversee the logging and administration of complaints in line with regulatory requirements and obtain resident satisfaction feedback to inform service improvements. Your team will handle safeguarding concerns in a sensitive and professional manner, and you will champion continuous improvement activity within the team, with an emphasis on improving services / outcomes for residents.

About you

You will have / be:

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Previous experience of Customer Service leadership within a resident centred Housing Sector environment

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Passionate about the delivery of exceptional resident services

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Experience in leading on the administration of complaints in line with regulatory requirements

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Previously developed and maintained customer insight measures to improve resident satisfaction

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The ability to develop team members with effective coaching techniques

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The ability to monitor performance and take proactive steps to ensure key performance targets are met

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Experience in holding effective 1:1s and team meetings

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Experience in developing and maintaining compliant operational processes and procedures

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Highly organised and able to plan, prioritise and manage a varied workload

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The ability to work independently, with a pro-active approach to decision making and resolving issues

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Good numeracy and IT skills with experience of the Microsoft suite of products

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A good level of general education – Minimum GCSE Maths and English at grade C or above.

Please note: This vacancy may close before the advertised closing date if sufficient suitable applications are received. We will be interviewing as applications come in so apply early to avoid disappointment!

What we can offer in return:

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Competitive Salary and a comprehensive Benefit Package

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Pension Scheme

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Employee Assistance Programme

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Flexible Working Arrangements

Equality, Diversity & Inclusion

We reduce the disadvantage that our customers experience by ensuring our services are responsive, inclusive and accessible. We are committed to meeting the needs of our customers by having a diverse workforce that reflects those we serve and by having the understanding and skills to meet that commitment