Contact Centre Team Leader

2 weeks ago

Leicester, United Kingdom PA Housing Full time

**Job reference**: 000618

**Salary**: £31,283 per annum, increasing to £33,283 upon successful completion of your probation

**Closing date**: 03/05/2023

**Location**: Bede Island - Leicester

**Employment type**: Permanent

**Hours Per Week**: 35

**A little bit about what we are looking for...**
We are improving our service to deliver better outcomes for our residents and creating several fantastic new roles to help us achieve that. If you care about making a difference and want to support our local communities, you are in the right place.

We are happy to offer hybrid working with this role; You will be required to be in the office for around 2/3 days per week with the rest being from home, however please bear in mind we may need you to be in the office more within your probation and training. It's important to us that you feel fully ready and confident in the role before working from home. Of course if you'd prefer to be in the office more, then that is completely fine with us too

**Your responsibilities...**
- Manages Contact Hub colleagues and holds them accountable for performance against targets, objectives, and competencies
- Creates a high performing culture with open communication and clear guidance on areas of improvement
- Responsible for analysing current service performance, forecasting, and ensuring volumes are adequately resourced within the Hub to ensure we achieve department KPIs and offer an excellent service to our residents
- Utilising performance monitoring information to identify and assist in implementing tiered progression framework within the Hub
- Work closely with the Team Leaders across all departments to support the day-to-day delivery of service ensuring continuity and consistency of operations
- Ensure that Contact Hub colleagues have a clear and consistent approach in line with all services offered and resolved across the hub
- Carry personal responsibility for the provision of tailored and effective coaching to the team, ensuring effective development plans are in place for colleagues
- Handle queries of a complex, specialist customer services, housing or Repairs escalated nature with the aim of resolving issues, taking corrective actions as necessary, following correct processes and achieving customers satisfaction
- Working alongside the Contact Hub manager, quality checking to ensuring all services delivered by the hub are compliant with regulatory frameworks, policies, and procedures, and highlighting the impact of legislative changes to the hub’s service delivery including recommending and implementing process changes as required
- Assists with recruitment, induction, and development activities within the team
- Assist the Contact Hub Manager in developing, implementing, monitoring and analysing performance, including KPIs, audits, customer feedback and system reports to diagnose service improvements
- We recommend you read the full job description to get a really good understanding of what the role entails, you can find this as a downloadable attachment at the bottom of the advert._
- Intermediate IT skills, Word, Excel, MS Outlook
- Knowledge of social housing management procedures and relevant legislation and good practice
- Use of Housing/ Customer Management systems to record and maintain information
- Previous experience in a role that required quality assurance monitoring
- Previous experience of managing staff performance
- Have worked in a housing environment, with a strong background of current relevant housing knowledge
- Previous experience of service focused role dealing with customers/ residents

**AGENCIES: We know where you are if we need your support so please do not contact us.**

**Job Types**: Full-time, Permanent

**Salary**: £31,283.00 per year

**Benefits**:

- Company pension
- Cycle to work scheme
- Enhanced maternity leave
- Free fitness classes
- On-site parking
- Private medical insurance
- Sick pay
- Work from home

Schedule:

- Day shift
- Monday to Friday

Supplemental pay types:

- Performance bonus

Work Location: Hybrid remote in Leicester

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