Housing Contact Centre Team Leader

3 months ago

Croydon, United Kingdom Croydon Council Full time

Croydon is a diverse borough with 13,400 social housing homes. Our vision is to create great homes, places, and communities to enhance life opportunities. As part of our vision to transform housing services, we have created a new dedicated housing customer contact centre to be one of the friendly and helpful entry points for our customers. The contact centre is part of our commitment to delivering a responsive and accessible repairs service. This makes this an exciting opportunity, to make a real difference to the lives of our residents and local communities.

As a Team Leader you will lead a team of Customer Service Advisors who are the first point of contact for customers with a variety of housing related enquiries and in particular repairs. Providing first time resolutions and coaching your team to take ownership of the customer journey, resolving customer complaints, developing procedures to enhance overall productivity and management of the contact centre.

**The Role**
- You will be responsible for the customer journey from first point of contact and be focused on improving customer satisfaction. You will be responsible for monitoring service performance on an ongoing basis and deploying resources to deal with peak demands.
- You will support Advisors with dealing with complex or challenging enquires from residents, through coaching or direct interventions.
- You will play a crucial role in developing the capability of Advisors through coaching and training interventions.
- Use management information, including customer feedback to target aspects of service improvement from remedial action.
- Ensure all KPIs are achieved and plan the milestones to meet these
- Identify any needs for development/improvement through monitoring performance using data analysis, observation and quality trends
- Motivate the team to deliver excellent customer service
- Coach the team to address challenges and respond to the diversity of our customer needs with respect and a can-do attitude.

**About You**
- You will have experience and enjoy working in a vibrant, fast paced customer service contact centre.
- Have strong interpersonal and leadership skills to enable you to get the most from your Customer Advisors, motivating them to be the best they can
- Have a passion for customer services and a commitment to make a difference to the residents of Croydon
- Strong organisational, planning, and analytical skills

**What we offer**

We are passionate about our staff and in return we will provide a rewarding career with a commitment to investing in you. We offer a generous pay and benefits package including generous annual leave entitlement upto 31 days (eligibility criteria applies), access to the Local Government Pension scheme and more (add link)

If you want to be part of a new team that takes pride in delivering excellent customer and believe you have the skills and experience to be successful in this role, we would love to hear from you.

**Previous Applicants Need Not Apply**

Closing date 9th April at 11:59pm

View the Housing Contact Centre Team Leader role profile

Equal opportunities statement

As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the advertised role.

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