Contact Centre Team Leader

3 weeks ago


Leicester, United Kingdom PA Housing Full time

**What are we looking for?**

We are looking for a great team leader to join our Repairs Team on a fixed term contract running until November 2023.

This role can offer hybrid working, meaning you will be required to be in the office for around 3 days a week with the rest being from home, this will be on a rota basis.

However, it’s important to note that we will need you to be in the office whilst you're training which usually last’s around 4-6 weeks, this is so we can get you get up to speed and ensure you are fully set up in your new role.

We’re happy to consider flexible working options for all our roles, and we’ll always do our best to keep your work and life in balance.
- Please note, this role is known as Repairs Team Leader internally._

**So what’s the role all about?**

Reporting to the Repairs Services Manager, the Repairs Advisor Team Leader will manage, motivate, inspire, support and develop our repairs advisor team to ensure our customers experience a high quality level of service every time.

You will be working proactively with colleagues to develop and improve the repairs service and to achieving the shared PA ambition to deliver an award winning repairs service from the initial reporting of the repair through to completion.

**Some of the key tasks and responsibilities include**:

- Direct line management of the Repairs advisors approximately 9 full time equivalent repairs advisors. to include 121s and appraisals
- Ability to lead by example to inspire service excellence across all customer interactions, working to enhance our customer experience
- Work closely and constructively with colleagues and contractors to deliver an excellent customer focussed service
- Responsible for repairs service KPI’s and Develop KPI’s and SLA’s in line with the business
- To carry personal responsibility for the provision of tailored and effective training to your team, ensuring development plans are in place across your service
- Responsible for analysing current service performance and accurately resource plan
- Responsible for recruitment, employee engagement and development
- Requires competency in customer focus, change & innovation, relationship building influencing and inspirational leadership
- Offers effective positive and constructive feedback to drive performance
- Reduces call escalations through effective coaching and support and handle escalated calls
- Assist as training support new starters

**To be successful in this role, we’d be looking for the following**
- Experience in working in a Customer Services Environment
- Repairs experience and knowledge.
- Experience of managing and responding to complaints
- Experience of mentoring staff members

**Please refer to the attached job**

**description to find out more**

**Do you care about the same things we do?**

We have three values we work by. When we meet, we’ll need you to show us how they are important to you too.
- We always do the right thing: We offer the best quality service that we can.
- We’re there when you need us: We listen and take action ensuring we deliver on our promises.
- We never give up: We are courageous in our pursuit of growth to provide more quality affordable homes.

**Our EDI Policy**:
Equality, diversity and inclusion | PA Housing

**So who are we?**

PA Housing is an award winning provider of affordable, quality homes, but our business is about more than property - it’s about people. We aim to put our residents at the centre of everything we do and offer first class services to all.

Our business is built around decades of experience in the social housing sector across the Midlands, London, Home Counties and the South East. We hold a stock of more than 24,000 homes and employ 600 plus staff to provide a high standard of service to our householders.

Our success and our plans for the future would not be possible without our dedicated team of staff members. Every one of our employees help to make a difference to the lives of our residents and other local people, and we look after our team members well.

**AGENCIES: We know where you are if we need your support so please do not contact us.



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