Quality and Customer Team Leader

1 week ago

Truro, United Kingdom Cornwall Housing Full time

**About the role**:
This is an exciting opportunity to join our team as a Quality and Customer Team Leader to help achieve Cornwall Housing's vision on the part we play in our estates and communities. Sitting within the housing management service and part of this leadership team, you’ll be focussed on delivering a wide range of support, assisting neighbourhood and housing teams to deliver a high-quality customer service.

You will lead a team to deliver a first class, accurate and friendly first response, ensuring the management of accurate records, the raising and processing of orders, and the monitoring and recording of information to assist with effective management of business finances. This will include directly communicating with customers to triage and resolve incoming service requests and working across Cornwall Housing to monitor key activities and provide assurance around estate and neighbourhood functions. This is both a highly motivating and highly rewarding role, and one which can make a real difference to people at Cornwall Housing, and the lives of our customers.

Some of the responsibilities of this role are to:

- Lead, develop and instil in staff across the team a sense of vision, purpose and ambition as part of a high-performance culture, personally demonstrating the values and objectives of Cornwall Housing.
- Work with finance and performance management colleagues to collate performance and ensure the accurate processing of orders/invoices to support effective financial reporting, including the management of Lifeline services.
- Lead the Housing Support Service in the triage of anti-social behaviour, estate and housing management service requests.
- Ensure the effective management of mutual exchanges, the provision of Lifeline services, and the administrative support to housing/neighbourhood teams in the delivery of new resident visits, estate inspections and ordering of goods and services.
- Chair/attend contract management meetings and provide effective dispute resolution/complaint management as required to support Housing and Neighbourhood Services.

View the full role profile here

**About you**:
We are looking for someone dedicated to providing an efficient, effective service, with the following skills/knowledge/experience:

- Experience of leading a team, or the ability to demonstrate where you have worked with others to direct work and oversee activities.
- Experience of delivering a customer service, being able to communicate with customers either remotely or in a face-to-face environment.
- Able to demonstrate attention to detail and skills to interpret information, solve basic problems logically and make appropriate and timely decisions relating to housing enquiries and the need for escalation.
- An awareness of Social Housing in a local authority or similar customer-centred organisation is of benefit.

**Our offer to you**

**Salary**:£25,075 - £29,501
**Hours**:37 per week
**Shift**:Monday - Friday, remote/hybrid opportunities available, flexible locations across Cornwall
**Contract Type**:Permanent

**We value our fantastic team, and feel recognition of your efforts is vital. For this reason, we offer an extensive employee benefits package, which is summarised below**:

- A generous pension scheme with high employer contribution
- A comprehensive employee discount scheme and wellbeing events
- Holiday starting at 23 days and increasing to 28 with service (pro-rata if part-time), with option to purchase additional
- Life insurance
- Sick pay
- Cycle to Work scheme
- Flexible working hours & home working options
- Investment and support in your continuous training and development

**Safeguarding**

We are committed to safeguarding the welfare of all our service users, clients and customers. If the role is working with vulnerable individuals and/or children and young people, you will be asked to complete a relevant DBS check to be successfully appointed to the role.

**To apply**

**Contact us**

If you’d like to have a discussion about the role, please feel free to contact our in-house resourcing team for an informal chat about the role.

**Job Types**: Full-time, Permanent

**Salary**: £25,075.00-£29,501.00 per year

**Benefits**:

- Company pension
- Cycle to work scheme
- Free parking
- On-site parking
- Sick pay
- Work from home

Schedule:

- Monday to Friday

Work Location: Hybrid remote in Truro, Cornwall

Reference ID: 1934

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