Customer Services Team Leader

2 weeks ago

Bradford, United Kingdom Anchor Trust Full time

**Job Title: Customer Service Team Leader**

**Location: Bradford**

**Salary: up to £ £26,750 pro rata (depending on experience)**

**Contract Type: 12 month fixed term contract**

**Hours: 21.5 per week**

**About Us**

Anchor is the largest provider of specialist housing and care for people in later life in England, employing more than 9,000 people throughout England. We provide more than 60,000 homes for older people and are a trusted care provider with more than 100 care homes.

We know that quality services start with quality people. We work hard to be recognised as a leading employer and are committed to retaining and attracting the best in our industry.

At Anchor we believe in our values. We are Accountable, Respectful, Courageous and Honest. We believe our people should be proud of the work they do making a difference to society and our customers.

**About the role**:
Anchor Customer Centre provides sector leading customer service and provides opportunities and choice in where and how people live. Our Customer Services team is split into different areas all of which are as equally important as each other.

Leading a high performing team and reporting into the Team Manager you will have the following responsibilities:

- Motivate, lead, inspire and develop a high performing team of customer centre advisors
- Contribute to the development and implementation of KPIs which contribute to the overall Anchor business performance
- Lead, support and inspire your team to deliver exceptional customer service, assign key tasks and responsibilities, set objectives, monitor performance and review on a regular basis.
- Handle day to day problems self-sufficiently
- Track trends and patterns from MI, resolving issues with relevant parties
- Identify change and implement improvements
- Coach and develop Customer Services Advisors in exceptional complex customer queries

This is a terrific post for a talented Customer Services Team leader to join an exciting, growing organisation.

**About You**

You will have proven experience working within a similar function:

- Delivering training to new starters and/or existing team members
- Coaching under performance and driving progressive improvement whilst empowering team members to own their personal contribution and development

**Required Skills**:

- Effective and written communication skills
- Attention to detail
- The ability to motivate, influence and lead team members
- Flexible to provide support across all operational hours
- Resilient and adaptable to work within an ever-changing environment.
- Strong stakeholder management
- Ability to multi-task and prioritise
- IT literate and ability to use Microsoft packages e.g. Word, Excel, Outlook

Hundreds of talented professionals with a range of specialist skills and experience based in our Bradford and London offices make up our Support Services. While we all do very different things, we work towards the same goal of improving the lives of the older people who live with us.

**Anchor - a great place to work**

Anchor is England’s largest not-for-profit providers of care and housing for older people. Our heartfelt ambition is to transform housing and care so everyone can have a home where they love living in later life.

We’re not-for-profit which means every penny we make or save is invested in the people who live with us, the places they live and the people who work here. That means a better standard of care and customer service, better wages, more investment in training and development and improved facilities.

**A rewarding environment**

From health and happiness to finance and your career, we’ll give you all the support you need.

**Health & happiness**
- Gym, fitness and wellbeing discounts
- Mental health support
- Flexible working options

**Finance**
- Pension plan - contribute between 4% and 8% and we’ll match it or better
- Quick and easy pension transfer service
- Savings and financial advice, loans, free life assurance
- Discounts on shopping, holidays, phones, technology and more

**Career**
- Ongoing personal and professional development programme
- Leadership Pathways online learning resources
- Career progression and promotion opportunities

**Celebrating diversity, celebrating you**

Anchor is proud to be an equal opportunity employer. We aim to celebrate diversity and inclusion in all that we do, as we know that the more diverse our colleagues are, the better care and support we can give to our residents and each other.

We are proud to have an LGBT+ group for our residents, and also Disability, LGBT+ and race and ethnicity colleague networks. These work to celebrate diversity, address concerns, review policy and practice and empower their members. We also have an Inclusive Ambassador network to allow all colleagues to be part of promoting diversity and to be an ally to others.

We are a member of Inclusive Employers, a Stonewall Diversity Champion, Menopause Friendly and a signatory to

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