Customer Services Team Leader

4 weeks ago


Shipley, United Kingdom Incommunities Full time

We are looking for a Customer Services Team Leader to join our growing contact centre. This is an integral role within the business, leading a team of dedicated Advisors, you will coach and motivate them to deliver excellent customer outcomes whilst maintaining an efficient service. You will be customer focused with passion and drive to ensure our service puts the customer at the heart of what we do.

**About us**

We are social housing landlord and think our vision of Improving Lives Incommunities says it all

Working to provide great homes in great neighbourhoods, we manage more than 22,600 homes across Yorkshire and are proud to collaborate with our customers, communities, local and national stakeholders to achieve this.

Our values are at the heart of everything we do, inspiring our thinking and guiding our plans and actions. This year will see us continue to focus on the 2 -year plan, to 2024. Our plan puts customers at the heart of what we do, providing great places to live and work, with homes that they are proud to live in.

**Responsibilities**
- You will lead a Customer Service Centre team and coach and motivate them to deliver excellent customer outcomes whilst maintaining an efficient service
- You will be an agile decision maker. You will have the ability to think on your feet and make “in the moment” decisions whilst also been being able to collate and analyse data, think through and make considered decisions when the situation require it
- The ability to analyse performance data for your team. You will use the data to design and implement coaching and improvement plans on both a team and individual level
- You will be able to look for opportunities to improve processes to deliver benefits to both the business and the customer
- The ability to work alone but also part of a dynamic team. You will positively challenge to ensure that we make correct considered decisions
- Lead and support the development of the team to ensure they have the knowledge, skills, experience and tools to undertake their role effectively and to a high standard
- You will have a customer and people focus. A positive, fun and productive culture is a priority for us, you will lead by example
- You will have empathy and understand your team and your customers. You will have a natural tendency to want to help and resolve problems

About you
- You are customer focused and understand that the customer is at the heart of all we do
- You have experience with customers and people. You can demonstrate a true care for helping getting things right whilst maintain focus on the business goals and values
- You enjoy working closely with individuals and teams to help them develop
- You are adaptable to change and positively drive improvements

**Requirements**:

- Good knowledge of office IT systems, e.g., Excel, Word, and PowerPoint
- Able to observe and objectively give feedback on behaviours and performance
- Excellent communication skills both verbal & written to stakeholders at all levels
- Demonstrate high emotional intelligence, with the ability to manage and get the best from different personality types
- Excellent organisational skills
- Experience of leading a team

**Benefits**
- Starting salary of £32,897 per year
- West Yorkshire Pension Fund membership - Current employer contribution is 16.3%
- Excellent holiday allowance that increases with service
- Training, development, and qualification opportunities
- Hybrid working
- Corporate health scheme membership
- Access to an Employee Assistance Programme
- Cycle to work scheme
- We are an equal opportunity employer but beyond characteristics protected by law, we welcome and value applicants from diverse backgrounds, abilities and perspectives. Incommunities is also recognised as ‘Committed’ to being Menopause Friendly. The Menopause Friendly Accreditation recognises inclusive employers that build awareness and understanding of how menopause can have an effect at work and shows we take the wellbeing of our colleagues seriously._



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