Customer Contact Team Leader

6 days ago

Birmingham, United Kingdom Trident Group Full time

**Customer Contact Team Leader**

**REF 18204**

**£27,583 per annum**

**37.5 hours per week**

**Permanent**

Trident Group has over 60 years’ experience of delivering homes, services and innovation for up to 8,000 people in over 3,400 homes in some of the most disadvantaged communities in the Midlands. It employs more than 850 staff, works with many volunteers and provides training places and apprenticeships as part of the employment package. The Group has an annual turnover of more than £34m and owns assets close to £186m.

The Group consists of;
- Trident Housing, which provides landlord services for the Group in respect of housing management and maintenance
- Trident Reach, which is a registered care and support charity providing services to those who are homeless or at risk of homelessness, and those who have been victims of domestic abuse across all age groups across the Midlands

**About the role**

We have an exciting opportunity within the Housing, Care and Support Directorate for a Customer Contact Team Leader. This role is essential for ensuring our residents, customers and stakeholders receive a good service at first point of contact and beyond focussing on the heart of what we do

The purpose of the role is to supervise and work enthusiastically as part of the Customer Contact Team in providing an effective customer facing service. Ensuring the efficient delivery of an effective reception / call handling service to our customers, residents and internal / external stakeholders. To provide a supportive and efficient response to a broad range to queries and enquiries including repairs and maintenance reporting, accessing care and support services and calls and all enquires for all departments within Trident Group

**Key Responsibilities**

Supervisory
- Responsible for leading the Customer Contact Team with a real focus on coaching, developing, and motivating the team to deliver outstanding results within a fast-paced changing environment as well as taking an active role as part of the team
- Continuously monitor and improve current methods of service delivery and implement changes to meet the operational and strategic needs of the organisation. Keeping up to date with customer services centre best practice to improve customer satisfaction and reduce costs
- To support the performance management of the Customer Contact Team including monthly one-to-ones, Performance Development Reviews and Team Meetings
- Identify, co-ordinate and facilitate Customer Service Advisor training including the coaching of Customer Service Advisors where necessary

Repairs and Maintenance
- Ensure repair requests from customers are received and processed appropriately, ensuring they are dealt with in an efficient manner in accordance with policies and procedures
- Work in accordance with the key handling policy & procedure
- Ensure the Damp and Mould repairs triage process is followed and risk assessments are completed where necessary

Customer Service
- To have a strong working knowledge of all departments and functions within Trident Group and actively share this with colleagues to support answering enquiries at first point of contact in line with providing the best possible customer service
- To provide an effective customer facing service to all Trident’s customers, residents and internal / external stakeholders including effective handling of all visitors to the 2 head offices, incoming customer telephone calls, queries sent through the website and post in line with organisational procedures and response targets, visiting customers at home, if necessary, in the fulfilment of duties
- To carry out customer satisfaction surveys, recording, responding to as required. In addition, provide assistance to relevant personnel and feedback to customers on resident involvement and engagement activities. To also ensure the Customer Advisors meet their monthly KPI of completing 30 customer satisfaction call backs
- To handle initial incoming complaints and aim to resolve where necessary, dealing with correspondence and recording information, if complaints cannot be resolved to follow the complaints policy and procedure
- To handle initial incoming anti-social behaviour calls including recording incident, responding to and providing right advice/sign posting, and making referrals where necessary to specialist services
- To provide a basic tenancy advice to customers

Finance
- Provide first point of contact income management service assisting customers in the process of queries to rent and/or service charge, taking appropriate action in line with policies and procedures

Central Services Support and General Duties
- To monitor performance and use of the organisation’s IT’s call logging system
- Assist in the support to the Project and Performance Coordinator and administrative functions of the Customer Contact Team
- Support in the facilities management of Holliday Street and Fairlie House, keeping a professional an

  • Customer Contact Team Leader

    4 days ago

    Birmingham, United Kingdom 360 Resourcing Solutions Full time

    **Customer Contact Team Leader** **Salary: £27,583** **Hours: 37.5 Hours per week** My Client has over 50 years experience of in delivering homes, services and innovation for up to 8,000 people in over 3,400 homes in some of the most disadvantaged communities in the Midlands. It employs more than 850 staff, works with many volunteers and provides...

  • Customer Contact Team Leader

    1 week ago

    Birmingham, United Kingdom Alouna Recruitment Group Ltd Full time

    We are looking for a Customer Contact Team Leader in the Housing Support sector to manage a team of 7 working on a rota basis with hours between 08.00-18.00 Monday - Friday, totalling 37.5 hours per week. - Approachable - Good with conflict management - Professional - Customer Service Experience - Understand or have worked in the Care, Support, Housing or...

  • Customer Contact Team Leader

    6 days ago

    Birmingham, United Kingdom Fairway Homecare Full time

    **We have an exciting opportunity within the Housing, Care and Support Directorate for a Customer Contact Team Leader.** **This is a Permanent Post, £27,583 per annum, 37.5 hours per week!** This role is essential for ensuring our residents, customers and stakeholders receive a good service at first point of contact and beyond focussing on the heart of...

  • Contact Centre Team Leader

    6 days ago

    Birmingham, United Kingdom Katie Bard Full time

    My client based in South Birmingham is a highly successful, progressive and fast growing automotive related client. Due to internal growth and successful acquisitions, an opportunity has arisen for a Customer Service Team Leader managing a team of 15 Customer service advisors. This role is office based working Monday to Friday 830am to 530pm (No evenings or...

  • Team Leader

    4 days ago

    Birmingham, United Kingdom Cordant Contact Centre Full time

    Birmingham - 1 full time - Contact Centre Team Leader;Hours 09:00 to 17:30 - Temp hourly rate - 12.66 GBP - Duration - Till 31/10/22 - Address - 1 Victoria Square, Birmingham, Birmingham B1 1BD Role Overview Key Responsibilities Lead small teams - Motivate, and develop the team and encourage communication. Schedule team work to required timescales and...

  • Contact Centre Team Leader

    4 weeks ago

    Birmingham, United Kingdom CV-Library Full time

    Are you a highly organised and resilient individual, a strong communicator able to build effective working relationships across a large business and provide leadership within a contact centre function? We're working with one of the UK's largest and foremost law firms to help them recruit a Team Leader for the Client Experience contact centre in...

  • Contact Centre Team Leader

    4 weeks ago

    Birmingham, United Kingdom Coburg Banks Limited Full time

    Are you a highly organised and resilient individual, a strong communicator able to build effective working relationships across a large business and provide leadership within a contact centre function? We're working with one of the UK's largest and foremost law firms to help them recruit a Team Leader for the Client Experience contact centre in...

  • Contact Centre Team Leader

    3 weeks ago

    Birmingham, United Kingdom Coburg Banks Full time

    Are you a highly organised and resilient individual, a strong communicator able to build effective working relationships across a large business and provide leadership within a contact centre function?We're working with one of the UK's largest and foremost law firms to help them recruit a Team Leader for the Client Experience contact centre in...

  • Contact Centre Team Leader

    1 week ago

    Birmingham, United Kingdom NatWest Group Full time

    Our people work differently depending on their jobs and needs. From hybrid working to flexible hours, we have plenty of options that help our people to thrive. This role is based in the United Kingdom and as such all normal working days must be carried out in the United Kingdom. Join us as a Contact Centre Team Leader - We’re looking for someone to...

  • Contact Centre Team Leader

    6 days ago

    Birmingham, United Kingdom RWR Recruitment Full time

    **Contact Centre - Team Leader** **Birmingham** **£25,000 - £28,000 (depending on experience)** **37.5 Hours per week : Monday-Sunday (Rota between 8am-8pm)** **Are you looking for a new challenge?** **Are you confident to lead a team of agents within a fast paced environment?** You have previous experience of working within a contact centre dealing with...

  • Contact Centre Team Leader

    6 days ago

    Birmingham, United Kingdom RWR Recruitment Full time

    **Contact Centre - Team Leader** **Birmingham** **£25,000 - £28,000 (depending on experience)** **37.5 Hours per week : Monday-Sunday (Rota between 8am-8pm)** **Are you looking for a new challenge?** **Are you confident to lead a team of agents within a fast paced environment?** You have previous experience of working within a contact centre dealing with...

  • Customer Contact Centre Team Leader

    1 week ago

    Birmingham, United Kingdom Highways England Full time

    **Your new role** The shift pattern for this role is 6 days on, 3 days off, based on a rota of earlies, lates and night shifts and attracts a 20% shift allowance. **What you’ll be leading on** - Build effective working relationships with contacts to facilitate smooth flow of information - Monitor, review and report on team and individual call handling...

  • Contact Centre Team Leader

    6 hours ago

    Birmingham, United Kingdom Interaction Recruitment Full time

    Call Centre Trainer person required for a large nationwide company based in Dudley You will be required to travel between Dudly and Bromford and there is also some Hybrid working £23,465 per annum with OTE of £25,500 The Company We are a FTSE 100 company and leaders in innovation in our areas of expertise. We are one of the largest service companies in the...

  • Customer Service Team Leader

    8 hours ago

    Birmingham, United Kingdom Midland Heart Full time

    **The Role** Are you an experienced team leader looking for a fresh challenge? Do you have a passion for delivering excellent customer service and the ability to instil this passion into your team of Customer Service Officers? We have an exciting Customer Hub Team Leader opportunity within our Customer Contact Centre. This is a full-time, permanent role...

  • Contact Centre Leader

    2 weeks ago

    Birmingham, Birmingham, United Kingdom KPMG UK Full time

    About the RoleWe are looking for a dynamic Contact Centre Leader to join our team at KPMG UK. The successful candidate will have experience working within a busy HR Shared Services contact centre background and possess excellent stakeholder management and handling escalations skills.In this role, you will be responsible for developing and implementing...

  • Customer Service Team Leader

    6 days ago

    Birmingham, United Kingdom Upkeep Care Full time

    **We have an exciting opportunity within the Housing, Care and Support Directorate for a Customer Contact Team Leader! This role is essential for ensuring our client's residents, customers and stakeholders receive a good service at first point of contact and beyond focussing on the heart of what they do** The purpose of the role is to supervise and work...

  • Customer Service Team Leader

    1 week ago

    Birmingham, United Kingdom Community Partnership Personnel Full time

    Community Partnership Personnel are delighted to be working with a leading provider of affordable housing in Birmingham to recruit for a Customer Service Team Leader. As the Customer Service Team Leader, you will ensure the efficient delivery of a call handling service to customers. Overview - Immediate start - Permanent role - £27,000 - £29,000 PA -...

  • Customer Service Team Leader

    7 months ago

    Birmingham, United Kingdom Quarsh Full time

    We’re seeking a **Customer Service Team Leader **for our client based in **Birmingham**! Join a family-run manufacturing firm with more than 75 years’ experience, spanning three generations! Our clients company was originally founded to reuse corrugated boxes after WW2 - staying focused on encouraging and providing greener alternatives, using renewable...

  • Contact Centre Team Lead Role

    3 weeks ago

    Birmingham, Birmingham, United Kingdom ENGINEERINGUK Full time

    Job Title: Contact Centre Team LeaderWe are currently seeking a highly skilled and experienced Contact Centre Team Leader to join our engineering firm. As a key member of our leadership team, you will play a critical role in driving customer satisfaction and increasing revenue growth through effective team management and strategic planning.This is a senior...

  • Customer Service Team Leader

    1 week ago

    Birmingham, United Kingdom Mitie Full time

    **Position Overview** Mitie is an international support services, construction and equipment services company. We work with public and private sector clients in more than 40 countries, and have a workforce of circa 68,000 people worldwide. As a leader in developing and delivering desirable outcomes for our clients, we aim to be a great place to work for our...