Customer Service Team Leader

1 week ago


Coventry, United Kingdom Orbit Group Full time

Orbit is a fantastic business and one that’s really going places.

Orbit was formed in 1967 with the aim of providing good-quality housing for people who would otherwise not be able to afford to buy their own home.

Over 50 years later, we’re one of the leading housing providers in the UK. Our services have diversified, our housing portfolio has expanded, and our reputation as an innovator within our sector has grown. But one thing that has never changed. Our belief in people and what they can achieve.

**Your role at Orbit.**

Our customer service teams work in a fast-paced environment and interact with many teams across our business. They provide a key service to our customers, dealing with incoming calls relating to income, tenancy and repairs.

We are looking for an experienced and capable team leader to oversee and manage a team of call handlers to deliver excellent service. You will be responsible for recruitment, training and developing staff. You will motivate the team, lead on service and be a key point for escalated queries. You will liaise with internal and external teams to ensure service levels and KPI are met.

Please note this is an office-based role at our Customer Hub in Binley. The Hub is operational from 8am to 8pm Monday to Friday, and 8am to 1pm on a Saturday and shift pattern would be within these working hours.

**What will help you make a difference.**
- Good literacy, numeracy and IT skills including Word, Outlook and Excel.
- Good organisational, planning and time management skills.
- Experience of working in a fast-paced customer service environment.
- Experience of managing staff and a good working knowledge of performance management processes and techniques.

**Why Orbit?**

**Rewarding your contribution.**

We understand that everyone has different needs when it comes to benefits. That’s why we have created an attractive benefits package with the option to select and purchase flexible benefits to suit your individual circumstances.

Some of our core benefits include:

- Group bonus potential up to 15% of salary
- 27 days annual leave plus bank holidays and the “Orbit day”
- Private medical insurance
- Excellent contributory pension scheme
- Life assurance
- A great pick and mix of flexible benefits including the option to buy and sell holiday and much more

**Our culture and purpose.**

We know that great people are central to achieving our ambitions and as such we want everyone to have a voice and make a positive difference. We are proud to be a Sunday Times 100 Best Companies to work for, this demonstrates we place people at the heart of everything we do. We continue to create a culture that celebrates diversity and an environment where everyone feels able to contribute towards achieving together.

We support our colleagues to be at their best through our wellbeing programme #ThisIsMe, our corporate learning programme, opportunities for professional development, our innovative approaches to making the world and our homes a greener place and our leading reward and recognition package. Because of this our people tell us Orbit is a great place to work for.

At Orbit, our people are enthusiastic and passionate about making a real difference to our customers and communities. We are one team where everyone is connected and encouraged to have the freedom to think differently.

Each year we build many new affordable homes and manage a total portfolio of around 45,000 properties. Over 100,000 people live in an Orbit home and our innovative approach empowers every one of them to grow and thrive. We are commercially driven. The more profit we make, the more we invest into the communities that we work for, improving services and playing a key role in driving UK housing growth.

**Work for Orbit. Believe in people.**

We have so much more that we’d like to share with you so please submit your CV demonstrating the value you could bring to Orbit.

IND2


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