Job Description


Customer Service Team Leader x 2

Customer Service Team Leader x 2 Salary: From £25,867 per annum 
Job Type: Full Time, 12 months fixed Term Contract 
Hours: 35 hours per week 
Location: Manchester 
Benefits: Include competitive pension, 26 days holiday plus bank holidays increasing with service, childcare vouchers, cycle to work scheme, season ticket loans for public transport plus much more Closing date: 26th November 2017 About the role: We have two Customer Services Team Leader vacancies; one within Customer Access team and one within the Repairs team. We are looking for a passionate and positive Team Leader to join our Customer Services team. The Team Leader will ensure the delivery of an excellent Right First-Time service to customers at the first point of contact. You will be confident to lead, motivate and manage a team of customer services officers (CSO`s) providing excellent customer service across a wide range of services driving improvements to the service and achieving high levels of customer satisfaction. You will be responsible for ensuring that resources and workloads are managed effectively and efficiently to ensure performance is maximised. You will work closely with, and covering for other Team Leaders teams and represent your peers across the organisation About You: The successful candidate will have experience of working within a similar role delivering a high standard of customer services across all access channels. The candidate will require experience in leading telephone based teams and able to demonstrate strong organisational and leadership skills. You will also have experience of developing systems, processes and people for robust administration. This is a busy role, therefore it is important that the candidate has experience of managing people in high pressure environments to tight deadlines and conflicting priorities. You will be able to demonstrate good use of performance reporting and use of data in assisting them to manage. Excellent computer and literacy skills ability to use a variety of IT systems produce accurate and efficient reports to a good standard is also essential. Experience of responding to enquires received via digital channels including web chat would be an advantage, as would experience of partnership working and working within the social housing sector. You may have experience of the following: Team Leader, Supervisor, Customer Service Team Leader, Customer Service Supervisor, Customer Service Manager, Customer Services, Customer Service Advisor, Customer Service Representative, Call Centre, Contact Centre, Call Centre Team Leader, Contact Centre Team Leader, Call Centre Supervisor, Contact Centre Supervisor, etc. About our company: Great Places Housing Group is not your average housing association. We are a forward-thinking, profit-for-purpose business that works hard to improve the lives of residents in our 19,000 homes across the North West and Yorkshire. Our work doesn`t stop at our customers` front door. The surplus we make is invested back into the business to fund building new homes and to provide a full range of support services for some of the most vulnerable members of society including the homeless, young parents, older people and those with mental health needs. We are extremely proud of our dedicated, passionate and friendly colleagues who live our values and work hard to make a difference every day. Working for us you will be part of something special and in return, we offer a competitive package with a range of enhanced benefits, and learning and development opportunities to help you achieve and exceed your potential