Customer Contact Team Leader

2 months ago

Yeovil, United Kingdom Abri Group Full time

**About us**

We’re Abri, a housing association based in the south of England. One of the largest in fact. We've got 35,000 homes and 1,500 colleagues. And if all our 80,000 residents lived in the same place, we’d have a town roughly the size of Guildford.

We’re a passionate bunch. We think we can make a real difference. Homelessness, poverty, inequality, a lack of affordable housing. They’re all linked. They’re issues that affect so many, young and old alike. And we don’t think that’s right. We want to give people the chance to dream big and be who they want to be. Homes are at the heart of everybody’s lives. And we exist to help make good homes, and good lives a reality for everyone.

**About you**

We’ve all got different backgrounds, strengths and experiences. But we share the same values. It’s these shared values that bring us together as one team.

Our colleagues embrace these every day. Be the difference to our customers and colleagues, always curious and look for better solutions, achieve together by working in partnership with others, own it openly through working with others in an open and honest way, and finally embrace possibility and see changes and challenges as welcomed opportunities.

If you share our values and want to make a real difference in the world, you’re on to a winner and we’d love to hear from you

**Your new role**

We’re excited to be looking for a new Customer Contact Team Leader to join our busy frontline team to make sure our customers continue to receive a service second to none - and we need you

We're proud to say our customers are at the heart of everything we do and ensuring they get a first class service when they reach out to our Contact Centre is our top priority. Your role will be to consistently deliver an exceptional standard of customer service and coach and inspire your team to do the same. You'll go the extra mile for our customers and be a customer champion as well as an ambassador for Abri.

You'll manage a team of circa-13 advisors within our multi-channel contact centre, ensuring that not only is a fantastic service offered to customers, but that we consistently hit our KPI targets each.

No two days will be the same in this role so enthusiasm, a can-do attitude and a genuine passion for always wanting to go the extra mile will be essential as you’ll ensure the team are motivated, giving the best customer service each and every time and are coached and regularly up-skilled, empowering them to be able to deliver an even better service to our customers.

Do you have a proven ability to set and hit ambitious targets? A customer-obsessed attitude? Management and coaching experience in a contact centre? If yes, we'd love to hear from you
- A customer-obsessed attitude
- Experience of coaching & call monitoring
- Management experience in a Contact Centre?

If this is the challenge you've been looking for, we'd love to hear from you

**What you can expect from us**

We want our colleagues at all levels to be bold, inspiring and not afraid to speak up and be their authentic selves.

Your wellbeing is really important to us, so you can expect a competitive reward package to ensure you and your family are supported at work and at home.

We’ll work with you to help you reach your goals through personal development plans and our in-house People Development team.

Depending on your role you may need to work a set shift pattern, or you may have greater flexibility to choose when and where you work. Either way, we strive to ensure all colleagues have a degree of flexibility to attend life’s important events.

**Be yourself**

Abri is committed to promoting an inclusive culture. We want our colleagues to bring their individual differences, life experiences and knowledge into the workplace and we welcome their contribution to our amazing company. Everyone is different, everyone is unique.

**To our agency friends**

We already have a number of carefully selected agency partners who know our business well and who support our in-house recruitment team during exceptionally busy periods. We’re not looking to add to our preferred supplier list right now but if you’d like to be considered at a future date please don’t hesitate to register on our procurement portal.

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