Housing Customer Contact Centre Team Leader

4 weeks ago

Croydon, United Kingdom Adecco Full time

Housing Customer Contact Centre Team Leader
Public Sector - Local Authority
Permanent
Full Time - Monday to Friday, 36 hours per week
Hybrid Working
£40,833 per annumAdecco are currently recruiting for a Housing Customer Contact Centre Team Leader on behalf of our Public Sector client who are based in South London.

The Housing Customer Contact Centre Team Leader will be expected to:

Be responsible for and develop an excellent customer-centric advisory and information service to visitors, telephone callers and online customers, ensuring speedy access to council and partner services through the Housing Responsive Repairs contact centre.
Lead, performance manage, develop and motivate a team of Customer Service Advisers, ensuring that they deliver excellent services which have the customer at the heart of everything.
Ensure service delivery is provided in line with the Housing strategy and plan; and to achieve the objectives in the Residents' Charter
Negotiate the resolution of escalated and/or complex resourcing issues by identifying and implementing innovative and robust solutions that are efficient and cost effectiveThe successful candidate will have:

Experience in equivalent role within a contact centre environment
Strong local government knowledge within in scope service areas, along with demonstrable experience of working on transactional change.
Significant knowledge of telephony and IVR systems
A proven ability to efficiently develop, lead and manage a high-performing team within a contact centre environment
Ability to coach and mentor employees
Ability to develop a high-performing team
Ability to influence others to aspire to excellence in customer services
Ability to initiate and manage change, promoting open communication and an integrated approach across the organisation.
Ability to lead by example, actively promoting a high-quality customer service and learning culture within the organisation
Ability to analyse information, react promptly and appropriately when faced with demanding operational situations
Ability to respect confidentiality and work within the Council's guidelines.
Commitment to and application of equality and diversity in service delivery and employment
Sound PC skills including word processing, spreadsheets, email, PowerPoint and databases.
Demonstrates high standard of ethical and personal conduct
Ability to understand, analyse and report on information provided in a variety of format
Ability to plan, manage and monitor work programmes, to organise own and team's workload, maintaining high-quality delivery, and achieving set deadlines and targets.
Experience of performance management and team management.
Ability to communicate in a variety of styles, including the production of reports and other forms of communication materials, on complex issues to a wide range of audiences in an appropriate and succinct manner.
Ability to build effective working relationships and inspire the confidence of elected members, business people, decision makers, community leaders and local people.
Seek customer feedback, e.g. through surveys and learn from it to improve services.
Ability to develop staff in customer skills.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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