Customer Support Senior Team Lead

3 months ago

Coventry, United Kingdom Orbit Group Full time

We’re building thriving communities as one of the UK’s largest housing groups and a leading developer of affordable housing.

We believe everyone is entitled to a good home they can afford, in a place they are proud to live. More than 100,000 people live in our homes.

If you want to experience work that’s truly rewarding, join us. Because when we achieve together, customers and communities thrive.

Work for Orbit. Believe in people.

**The role**

Due to a recent promotion we are looking to recruit a Customer Support Repairs Senior Team Lead into our Customer Service Centre. You will be responsible for leading and motivating a team of Customer Support repairs Advisers & Technicians, providing clear direction and management for delivery of excellent customer experience.

You will be able to work collaboratively with wider teams and contractors to provide both internal and external customers with a first call resolution, through handling live customer contacts, resolving complex repair cases, contacts, reviewing current processes, diagnostics tools and source resolutions for improvements/enhancements to current Customer Service Centre processes.

**This is an office based role and you will need to be fully flexible between 8am - 8pm Monday to Friday and 8am - 1pm on Saturday**

**Interviews will be held in person on the 11th March**

This role is part of Customer & Communities where you'll help us to lead the way keeping our promise to more than 100,000 customers.

**What you'll achieve**
- Support the continued development of our Repairs advisors and technicians with knowledge sharing workshops and huddles that will improve our front-line colleagues’ capability to support our customers
- Taking ownership to support Repairs advisors and technicians to resolve complex repairs issues.
- To define and manage the chase up and escalation process for failed appointment and Contractor activity
- Embed a consistent approach to 1-2-1, Team Meetings and robust performance management in line with Orbit values and HR process
- Support with managing a right first-time multi-channel across Customer Operations ensuring service and quality is delivered consistently, meets the Group’s standards of customer satisfaction, people engagement and operational effectiveness.

**What you'll bring**

**Essential skills**
- Ability to have constructive conversations, challenge where necessary and offer support and guidance to staff members.
- Experience in dealing with complex housing repairs
- Experience of proactively delivering effective working relationships within a varied customer and partner group both internally and externally.
- Excellent literacy, numeracy and communication skills including experience of business writing.
- Ability to effectively manage people either through experience or management training.
- Ability to work shift patterns between 8 am and 8pm Monday to Friday and 8am to 1pm on Saturday should it be required.

**Why Orbit?**

Choosing us means being rewarded in every sense.

Here’s what you can expect to enjoy with us.

**A rewarding experience that works for you**

We strive to create an inclusive experience with benefits and wellbeing programmes designed to help you, and your loved ones, to thrive. For a better work life balance, we offer flexible working opportunities for many roles.

**A place to progress**

From training programmes to professional qualifications, we provide opportunities to learn and develop at every stage of your career. Whether you’re a student, graduate or experienced professional we’ll support you to grow.

For leaders, our tailored development journeys are designed to stretch and strengthen your leadership skills. As well as practical training, we give you access to renowned business schools and experiential programmes for greater breadth and depth of learning.

**A purpose to feel proud of**

We’re proud to make a difference to people together. We’re values-driven with a commercial focus on performance - because the more profit we make, the more we can achieve for people.

What brings us together is a passionate belief in progress and people.

Read more about the values and purpose that drive us on our careers website.***

**How we hire**

We aim to make our hiring process simple and fair:

- Interview(s)
- Decision and offer

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