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Contact Centre Team Lead

3 months ago

High Wycombe, Buckinghamshire, United Kingdom Red Kite Community Housing Full time

Reports to:
Contact centre manager

Responsible for:
Relationship Advisor
**Reviewed: Nov 2023

At Red Kite we don't just work for our customers, we work with them. That's one of
the reasons why we believe that building and sustaining strong relationships is
paramount to our future success. To do that we need dedicated and empowered
staff that value internal and external customers alike and care about providing an
excellent service.

Supervising a team of Relationship Advisors, you will be a key part of our
Relationship Pod, building lasting and sustainable relationships with your colleagues
and our tenants and customers to maximise efficiencies and ensure effective
delivery of a best-in-class service.

This role is a fantastic opportunity to contribute to building a sector leading contact
and understand blended/multi-channel contact centres, business needs and the
benefit of creating great relationships. If you think you have what it takes, read on.

What we need you to do:

  • Day to day management of an operational team of Relationship Advisors,
ensuring service demands across all our channels are met and an efficient
service is delivered.

  • Take ownership and responsibility for resolving all types of enquiries to the
to face enquiries, social media contact, web-chat and new channels as they
are adopted.

  • Monitor, delegate and plan workloads to ensure team members have a
balance of front of house and administrative tasks

  • Supervision and coaching of your team, ensuring they have the knowledge,
skills and support to deliver our customer contact service at the highest
standard

  • Set and manage personal objectives of those supervised to support their
professional development

  • Organising and delivering of training to new starters within the team
  • Support with the delivery of our quality assurance programme including
reviews of contact, fulfilment of Quick Resolutions and ongoing monitoring of
customer satisfaction

  • Compile and present relevant reports to management as and when required

What you will be responsible for

  • Monitoring and managing team members' performance using a common
performance management framework, taking appropriate action to address
underperformance and celebrating performance excellence.

  • Monitoring KPIs defined and agreed by the business, putting in place actions
to improve performance where needed

  • Ensuring that all areas of work in the team complies with policies, procedures
and protocols and that good practice is shared with colleagues and managers.

  • Dealing effectively and promptly with escalations from the team
  • Ensuring our vision and values influence every aspect of our business
  • Ensuring your teams wellbeing is proactively supported and they are aware of,
and make use of, the range of support services available to them

  • Working with the Contact Centre Manager to develop and deliver service
improvement plans, including any processes, procedures and working
practices that may follow

  • Proactively finding ways to improve the service we provide to tenants and
customers

  • Developing effective working relationships with other internal teams and
stakeholders to better deliver a first contact resolution (FCR) service

  • Promotion of tenant & leaseholder involvement in the work of the customer
contact centre

  • Maintaining customer confidentiality and ensuring team members understand
and comply with regulations regarding access to, and use of, customer
information.

  • Continual assessment of the team individual service area and sector best
practice knowledge, sharing learning where needed and ensuring they have
opportunities for professional development through robust training plans

  • Supporting the Contact Centre Manager in delivering the out of hours service
  • Actively promote and work in accordance with all relevant policies and
legislation.

  • Maintain an uptodate knowledge and understanding of all areas of the
business, or deeper knowledge in one or more services areas, in order to
respond knowledgeably to enquiries from the public or members of staff.

As a person, you will be:

  • Passionate about customer service, an expert for your team when it comes to
providing a successful relationship management approach.

  • Someone with an infectious 'can do' attitude that rubs off on your team and
instils confidence in all around you.

  • An organised individual that strives to provide the best possible service for our
customers and colleagues

  • Someone who is selfreliant, flexible, forwardthinking, approachable, can
motivate and inspire others while delegating tasks successfully to achieve
short term and long-term objectives.

  • Comfortable giving and receiving feedback as a vital part of your work,
continuous improvement, and personal development.

  • Natural at motivating a team to achieve successful outcomes and coaching
staff to improve performance, with a strong awareness of your own leadership
style

  • Able to build and maintain ex