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Housing Contact Centre Team Leader

1 month ago

Croydon, United Kingdom Ackerman Pierce Ltd Full time

Housing Contact Centre Team Leader

Location: Croydon
Salary: £42,000 per annum
Contract Type: Permanent (36 hours per week)

Are you a dynamic leader with a passion for customer service? We are seeking a talented Housing Contact Centre Team Leader to join our team and drive excellence in our Housing Responsive Repairs contact centre.

Role Overview:
As the Housing Contact Centre Team Leader, you will oversee the delivery of top-notch customer service to our residents, callers, and online users. Your role will involve leading and motivating a team of Customer Service Advisers, ensuring compliance with departmental policies, and driving improvements in digital and online customer access. You'll work closely with contractors and other council services to enhance the overall customer experience.

Key Responsibilities:

Lead, develop, and performance-manage a team of Customer Service Advisers.
Enhance customer access channels through digital and online solutions.
Implement and manage service improvements and engage with contractors to ensure efficient service delivery.
Monitor budget expenditures and ensure adherence to financial guidelines.
Promote the council's diversity agenda and contribute to green and sustainability goals.What We're Looking For:

Proven experience in managing teams within a contact centre environment.
Strong skills in performance management, coaching, and change management.
Excellent communication abilities and a commitment to delivering high-quality customer service.
Flexibility to work outside standard hours, including evenings and weekends if needed.
Ability to foster collaboration and drive continuous improvement in service delivery.Why Join Us?

Opportunity to lead a dedicated team and make a positive impact on our community.
Competitive salary and benefits package.
A supportive work environment with opportunities for professional growth.How to Apply:
Interested candidates should submit their CV and a cover letter outlining their relevant experience and suitability for the role here, or for more in, Please Contact Callum Parr at Ackerman Pierce recruitment agency on (phone number removed)

Croydon is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Apply today and help us deliver exceptional service to our community