Customer Service Team Leader

5 days ago

Birmingham, United Kingdom Upkeep Care Full time

**We have an exciting opportunity within the Housing, Care and Support Directorate for a Customer Contact Team Leader This role is essential for ensuring our client's residents, customers and stakeholders receive a good service at first point of contact and beyond focussing on the heart of what they do**

The purpose of the role is to supervise and work enthusiastically as part of the Customer Contact Team in providing an effective customer facing service. Ensuring the efficient delivery of an effective reception / call handling service to our customers, residents and internal / external stakeholders. To provide a supportive and efficient response to a broad range to queries and enquiries including repairs and maintenance reporting, accessing care and support services and calls and all enquires for all departments within Trident Group

Key Responsibilities

Supervisory
- Responsible for leading the Customer Contact Team with a real focus on coaching, developing, and motivating the team to deliver outstanding results within a fast-paced changing environment as well as taking an active role as part of the team
- Continuously monitor and improve current methods of service delivery and implement changes to meet the operational and strategic needs of the organisation. Keeping up to date with customer services centre best practice to improve customer satisfaction and reduce costs
- To support the performance management of the Customer Contact Team including monthly one-to-ones, Performance Development Reviews and Team Meetings
- Identify, co-ordinate and facilitate Customer Service Advisor training including the coaching of Customer Service Advisors where necessary

Repairs and Maintenance
- Ensure repair requests from customers are received and processed appropriately, ensuring they are dealt with in an efficient manner in accordance with policies and procedures
- Work in accordance with the key handling policy & procedure
- Ensure the Damp and Mould repairs triage process is followed and risk assessments are completed where necessary

Customer Service
- To have a strong working knowledge of all departments and functions within Trident Group and actively share this with colleagues to support answering enquiries at first point of contact in line with providing the best possible customer service
- To provide an effective customer facing service to all Trident’s customers, residents and internal / external stakeholders including effective handling of all visitors to the 2 head offices, incoming customer telephone calls, queries sent through the website and post in line with organisational procedures and response targets, visiting customers at home, if necessary, in the fulfilment of duties
- To carry out customer satisfaction surveys, recording, responding to as required. In addition, provide assistance to relevant personnel and feedback to customers on resident involvement and engagement activities. To also ensure the Customer Advisors meet their monthly KPI of completing 30 customer satisfaction call backs
- To handle initial incoming complaints and aim to resolve where necessary, dealing with correspondence and recording information, if complaints cannot be resolved to follow the complaints policy and procedure
- To handle initial incoming anti-social behaviour calls including recording incident, responding to and providing right advice/sign posting, and making referrals where necessary to specialist services
- To provide a basic tenancy advice to customers

Finance
- Provide first point of contact income management service assisting customers in the process of queries to rent and/or service charge, taking appropriate action in line with policies and procedures

Central Services Support and General Duties
- To monitor performance and use of the organisation’s IT’s call logging system
- Assist in the support to the Project and Performance Coordinator and administrative functions of the Customer Contact Team
- Support in the facilities management of Holliday Street and Fairlie House, keeping a professional and efficient environment around reception

To carry out any other duties appropriate to the post as necessary or as required

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

**Salary**: £27,583.00 per year

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

Ability to commute/relocate:

- Birmingham: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Supervisory/Leading: 1 year (preferred)

Work Location: One location

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