Customer Service Centre Team Leader

3 days ago


Boston, United Kingdom Ad Warrior Full time

**Customer Service Centre Team Leader**

**Location**:Boston, PE21

**Salary**: £25,057 - £26,059 per annum

**Job Type**:Full Time (37 hours per week), Permanent
LHP are looking for a **Customer Service Centre Team Leader**to work in their**Lifeline Team based in Boston.**

They are looking for a positive, motivated individual who is passionate about delivering excellent customer service and making a difference to their customers lives. You will lead, support, and motivate a team of 15 customer service advisors, ensuring a **"Customer first"**culture across all of the team.

This role is specifically managing their integrated lifeline monitoring team, who support 6,500 customers with range of inbound and outbound support calls from simple reassurance through to emergency service attendance.

As a **Customer Service Centre Team Leader**, you will be given a shift, Monday to Friday between 07:30-18:00 and occasionally asked to support your team who work out of hours on a rotation basis.

**What will a typical week look like as a Customer Service Centre Team Leader?**
- Provide support to advisors with mentoring and coaching to ensure staff development and the achievement of high-quality customer service, through a "Listen, act and Learn" approach.
- Complete call quality analysis with your team, ensuring the customer service advisors are fully supported with the latest information and skills to deliver a customer first approach.
- Deliver regular 121’s and appraisals with your advisor’s, ensuring the highest possible performance, including quality, behaviours and absence.
- Manage the Customer Service Centre Advisors performance with effective performance management based upon the departmental objectives.
- Manage the day-to-day use of the technology available to support customers and the CSC. This includes changing queues, skills routing and amending IVR announcements when required. Provide the CSC point of contact for managing the technology from a user’sperspective.
- Provide a point of contact for other departments with specific Customer Service Centre enquiries. Proactively engage with other departments to ensure that effective feedback is delivered by working "together".
- Produce individual, team and overall CSC service performance reports as required.
- Undertake analysis of data and interpret results to help develop the customer service strategy.
- Support the Customer Service Centre Manager in the recruitment, induction and ongoing training of staff for the CSC.
- To continuously improve the operational processes for the benefit of customers and LHP.

**What skills, attributes and experience are you looking for as a Customer Service Centre Team Leader?**
- Excellent people management skills
- Demonstrate experience of performance management
- Proven history in coaching and developing a team
- Ability to motivate a team to deliver KPIs and quality frame work standards
- Demonstrate LHP values of customer first | Together | Listen Act & Learn
- Good time management
- A pro-active approach to service delivery
- Be computer literate
- Demonstrate flexibility and be a team player

**What benefits will I get from working for Lincolnshire Housing Partnership?**
- An employee wellbeing package through their benefits partner Westfield Health
- Opportunities to learn new skills, knowledge through their fantastic corporate training programme
- A superb salary sacrifice employee pension scheme.
- 24 holiday days a year (plus bank holidays) with the ability to earn additional holiday days through full attendance
- A family friendly agile working policy

**Opportunities at LHP**

At LHP they are committed to investing in the development of their employees to enable them to realise their potential. There are many opportunities that LHP will provide you with to enhance your skills and assist in your career progression.

They measure their success within this area by the number of internal promotions that they can achieve and that they are able to retain their best talent. The natural career progression routes that would be applicable to your role are Customer Services Manager,Customer Experience Manager & Corporate Head of Customers

**To Apply



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