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Contact Centre Team Leader

4 months ago

Chippenham, United Kingdom GreenSquareAccord Full time

**Contact Centre Team Leader**

**Chippenham**

**Salary - £33,400-£41,800 per annum - depending on skills and experience**

**Contract type - Permanent**

**Working hours - Full Time (37 hours per week)**

**Closing Date - 20 June 2024**

**Interview Date - TBC**

**About the role**

We are currently recruiting for a Contact Centre Team Leader to join our team in the contact centre at Chippenham.

The role is to ensure the delivery of tailored, right first time, first point of contact, value for money services to all internal and external GreenSquareAccord customers through the management and leadership of a team of customer service officers.

The post holder will work in our Contact Centre and be responsible for leading a team that responds to a high level and diverse range of customer contact daily.

You will Recruit, lead and appraise a team of Customer Service Officers in accordance with Group policy and procedure. Coach, support and motivate team members in all aspects of their work and personal development ensuring they have the skills and ability they need to perform their roles.

This role will include developing and set individual objectives and performance targets with the other team leaders and work in collaboration with the Training & Quality Manager to create a team plan which enables the successful delivery of departments objectives and goals.

**Please note that if you are successful in this role, we will require a DBS check to be completed. Further details will be sent following offer.**

**About you**

You will require 5 GCSE's at C or above to include Maths and English or vocabulary, verbal reasoning and numerical skills to the equivalent level.

Experience of working in the social housing sector and/or an understanding of housing and maintenance issues and the needs and circumstances of social housing residents and the communities they live in, would be beneficial for this role.

You will have experience of managing teams in a demanding customer facing, service orientated contact centre environment. This will also include Substantial experience of delivering customer service in a demanding customer facing, service orientated contact centre environment.

Is it desirable but not essential to have experience of working with multi-channel contact centre software and CRM systems this will also include, understanding of data protection legislation and experience of working with sensitive personal data.

**Please note that if you are successful in this role, we will require evidence of the required certificates and qualifications for this role. Without this evidence, you would be unable to commence employment at GreenSquareAccord.**

**About us**

GreenSquareAccord is one of the biggest social housing and care providers in England.

We believe passionately in our mission to build better lives and provide social housing and support services to 54,000 people across our four localities. We are proud to play an active role in helping people to deal with the consequences of the housing crisis by providing affordable homes for people in our communities who need them most.

We also provide care and support to some of the most vulnerable people in society. This includes support for people who are homeless, experiencing domestic violence or are part of the criminal justice system.

**Our purpose**

We are proud to be able to support tens of thousands of people across England by providing affordable housing and care to help people live independently.

Our focus is on building better lives. Everything we do is about people - whether that's providing a good quality, safe home or providing care which helps someone to live an independent life.

Our colleagues live and breathe this social purpose and we need great people, with skills across a range of disciplines, to make this happen.

**The GSA Way**

We know that how we do things is just as important as what we do. To help us make a difference, together, we created the GSA Way.

A culture we commit to, aspire to, and live and breathe. Commitments and behaviours which together make our organisation what it is.

Our five core commitments are:

- We believe our customer is everything
- We are one team
- We are supportive and caring
- We are business-minded for social purpose
- We are curious and ambitious.

You can read more about the GSA Way in our recruitment pack.

**Benefits**

In support and recognition of our colleagues who will help us deliver our employer strategy, we offer a fantastic benefits package. This includes; annual holiday entitlement (plus statutory bank holidays); a defined contribution pension scheme; trust based flexible working and a Confidential Employee Assistance Programme (EAP).

GreenSquareAccord also offer a non-contractual performance-related bonus scheme. Further details will be made available upon joining, along with supporting documentation which can be found on the GreenSquareAccord intranet site.
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