Out of Hours Homelessness Team Leader

7 months ago


Liverpool, United Kingdom Liverpool City Combined Authority Full time

£14.47- per hour- Cunard Building, Liverpool, L2 2BSCustomer Services,

Temporary,

Permanent

**Role**:
**Who You Are**:
You are an experienced team leader with exceptional customer service skills. You have a commitment to resolve customer issues at first contact and maintain the highest standard of service at all times. You are ready to embrace continuous improvement, technology development and incremental change. You have a strong commitment to encourage and motivate your team, focusing on the benefits to the individual members and our business as a whole. You are ready to take responsibility for your team's performance, coaching and developing their skills, and managing their attendance and capability. You are able to effectively handle customer complaints and ensure their timely resolution. You are committed to promoting equal opportunities in all aspects of work undertaken.

**What the job involves**:
This role involves leading and motivating a team of Customer Service Advisors to deliver world-class customer service. Your responsibilities will include monitoring individuals' performance and identifying their development areas. You will be conducting regular one-on-one interviews, giving feedback, coaching and agreeing, and monitoring action plans. You will be responsible for handling customer complaints (verbal &amp written) to the appropriate resolution within the agreed timescales. You will also be managing the performance and development of the CSA team, ensuring effective deployment of resources to achieve optimum performance. During out of hours, you will take on additional responsibilities for resource deployment and prioritizing urgent contacts/work. Your role also includes staying up-to-date on processes and systems through ongoing training. You are required to promote non-discriminatory practices in all aspects of work undertaken.



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