Reception Team Leader

6 months ago

St Helens, United Kingdom Torus Group Full time

Our customer standard is to adopt a proactive approach to customer care, ensuring high customer satisfaction with every contact. We provide customers with prompt and efficient, high quality customer service and have a supportive and effective partnership with other teams across the business.

We are actively recruiting a Team Leader position managing our 3 reception teams across Liverpool, Warrington and St Helens.

Hours of work will be across our operating hours which are Monday to Friday 8.30am - 5.30pm. The successful applicants need to be capable of working across all 3 heartlands when required and provide cover via the Out of Hour On Call Rota for Housing approximately 1 week in 12. (Monday to Friday 5pm - 8am and 24-Hour Cover Saturday and Sunday and Bank Holidays).

**This is an important role in which you will need**:

- To ensure high performing, quality services are provided in the Customer Services area across the Heartlands via a clear set of targets and objectives.
- To provide day-to-day support and advice to Customer Advisors in relation to the delivery of customer service, quality standards and adherence to policy and procedures.
- To deliver KPI’s for the Reception teams
- To ensure effective planning and deployment of resources.
- To identify service failures or improvement and working with partners to seek resolution.

**To be successful in this role you will**:

- Have supervisory or management experience.
- Have a real passion for delivering an impeccable standard of customer care.
- Have a keen eye for detail and enjoy resolving complex issues in a fast-paced environment.
- Need to demonstrate a fully committed attitude in resolving often complex customer queries fluently and efficiently.

Short-listed applicants will be invited to attend an interview and a coaching role play at our St Helens Office to demonstrate their suitability for the role.

**What Can Torus Group Offer You**

We offer a modern workplace that is challenging, supportive and gives you room to grow your skills - along with a package of benefits that shows how much we value your contribution and care about your wellbeing, such as:

- 25 days holiday rising to 30 plus bank holidays (pro rata)
- Holiday purchase scheme
- Company Pension Scheme
- Company life assurance

**About Torus Group - Torus Landlord**

A growth and regeneration group with a strong social purpose, Torus works in partnership with Liverpool City Region and the North-West to improve lives and create thriving, vibrant communities through support, investment, development, and regeneration.

We own and manage around 40,000 homes in Warrington, St Helens, Liverpool and beyond, making Torus the region’s largest affordable housing provider.

Profits generated by group members Torus Developments and HMS are reinvested into our charitable arm Torus Foundation, a community anchor institution, to fund projects that build social capital and fulfil our mission of ‘growing stronger communities’.

Great Torus people share qualities we value highly. They are problem-solvers, able to work well within our team. They are open, honest, and committed to always doing the right thing, and they always look for ways to do things better, focused on making sure we achieve our aims. If you can share our way of working, you’ll enjoy working with us.

**_ PLEASE NOTE:_**
- Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed._
- _ Right to work verification_
- _ Qualification certificate check_
- _ 2x Completed references_
- _ OH, Health Questionnaire - Fit for Work_
- _ DBS check (if required for role)_
- _ Completion of all new starter documentation including signed T&C’s_

We employ more than 1,500 people in a wide variety of jobs across Liverpool City Region and in the wider North West. We don’t just build homes. Our mission is to create stronger communities so people can thrive. If you‘re passionate about people and want to make a difference, there are many opportunities to join us.

PLACEHOLDER

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