Csc Team Leader

2 weeks ago

Carlisle, United Kingdom The Riverside Group Full time

**Job Title**:CSC Team Leader

**Contract Type**:Fixed Term Contract (till March 2024)

**Salary**:£36,176.55 (£39,814.57 is achieved after 12 months successful performance in the role)

**Working Hours**:35 hours per week.

**Working Pattern**:Monday to Friday 2.30pm - 10pm / 3.00pm - 10.30pm rotating weeks.

**Location**:Carlisle, Cumbria

**Why Riverside?**

At Riverside, we’re a housing association with a difference - enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.

We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

**Working with us, you’ll enjoy**:

- Competitive pay & generous pension
- 28 days holidays plus bank holidays (Full Time Equivalent)
- Flexible working options available
- Investment in your learning, personal development and technology
- A wide range of benefits

**The difference you will make as CSC Team leader**

In this role you will support the Head of CSC & Head of Helpline in developing, leading & managing a high performing Customer Service Centre & Helpline (Telecare/Alarm monitoring service), providing great customer service via a variety of existing & new contact channels to both internal & external customers during core hours & out of hours.

In this role you will conduct monthly contact quality evaluations for all services including Helpline (our telecare service), across all channels, for your team of Customer Service Advisors against agreed standards; providing key coaching & feedback in a timely manner and agreeing & documenting any actions where under-performance or knowledge gaps are identified.

**About you**

We are looking for someone with an experience of working in a fast paced, high performing, multi-channel contact centre, Ideally in this role you should Demonstrable experience of leading, coaching & motivating teams handling contacts across multiple services and channels in order to deliver & exceed industry performance metrics and provide an excellent customer experience, for further info about this job see the attached Job Description.

**Role Profile**

**Experience/Skills Preferred**
- Experience of working in a fast paced, high performing, multi-channel contact centre
- Demonstrable experience of leading, coaching & motivating teams handling contacts across multiple services and channels in order to deliver & exceed industry performance metrics and provide an excellent customer experience
- Demonstrable experience of ability to use contact centre technology in order to interpret, & analyse data in order to effectively lead & manage colleagues to deliver performance & exceed customer expectations
- Excellent communication skills and ability to communicate & collaborate across all levels
- Demonstrable experience of ability to plan, prioritise and organise own workload whilst leading & motivating others to meet agreed deadlines
- Ability to interpret contact trends and identify appropriate coaching & learning interventions

**Desirable**
- Experience of working in a Social Housing Environment
- Experience of managing a Contact Centre Telecare team (Alarm monitoring service or other emergency services)
- Experience of utilising CCaaS in order to provide contact services to customers
- Hold a recognised Customer Service qualification

**Summary - Purpose of Role**
- To support the Head of CSC & Head of Helpline to deliver a sector leading customer experience, exceeding defined and agreed Key Performance Indicators (KPIs)
- To support the Head of CSC & Head of Helpline in developing, leading & managing a high performing Customer Service Centre & Helpline (Telecare/Alarm monitoring service), providing great customer service via a variety of existing & new contact channels to both internal & external customers during core hours & out of hours
- Create a visible and active presence in the CSC.
- To support the Head of CSC to actively & visibly champion and embed a coaching & performance culture across the team.
- To actively & visibly champion the customer - ensuring we consider the customer & encourage others to do so in every action and decision we make
- To maximise team productivity, quality of service and customer satisfaction through an innovative approach
- Provide regular one to one coaching with your team of Customer Service Advisors; supporting & motivating colleagues by documenting and sharing with them their agreed performance objectives, so that they are clear on what good looks like and how their success will be measured.
- Ensure Customer Service Centre colleague development is actively supported by undertaking the completion and documentation of the required number of contact monitoring evaluations (fo

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