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Customer Service Team Lead
2 months ago
About The Role
Job Summary
We are seeking a highly skilled and experienced Customer Service Team Lead to join our team at LiveWest. As a key member of our Customer Services team, you will be responsible for managing the day-to-day operations of the team, ensuring excellent customer service delivery, and driving business growth.
Key Responsibilities
- Manage the day-to-day duty rotas and quality control of the team
- Support the resolution of complex customer queries
- Work collaboratively with colleagues across the business to ensure services are delivered in line with our strategic aims, values, policies, and operational standards
- Lead a high-performing team delivering to agreed targets, and maximizing outcomes for customers and LiveWest
Requirements
- Confident speaking to a wide range of customers, internally and externally, in a sensitive and professional manner
- Excellent communication and rapport-building skills
- Customer Service or CIH (or equivalent) qualification (or equivalent experience through work or study), willingness to work towards
- Good level of literacy and numeracy
- Good IT and record-keeping skills
- Excellent customer service skills
- Confident in managing a team of Customer Service Advisers
- Confident in making quick decisions
- Ability to multi-task and prioritize workload
- Ability to work as part of a team to deliver and receive feedback
- Ability to problem-solve and think out of the box when required
- Ability to actively work to increase customer satisfaction and ensure achievement of agreed metrics
- Customer Service Centre experience
About Us
LiveWest provides over 40,000 homes to over 80,000 people throughout the South West from Gloucestershire to the Isles of Scilly. We have plans to build over 5,000 homes in the area over the next five years, developing new homes of all tenures, including low-cost rent and sale, market rent and sale, and a range of supported housing and intermediate housing products, creating choice and flexibility.
Our Benefits
- Defined Contribution pension scheme employer contribution of 6% - 9%
- Discretionary Bonus scheme
- Death in Service benefit (3 x salary)
- 26 days annual leave plus bank holidays with service-related increase to your entitlement up to 30 days plus an option to purchase extra annual leave
- Family Friendly policies
- Health Cash Plan including dental and optical cover (worth up to £1,100 per annum)
- Employee Assistance Programme
- Health and Wellbeing programme which includes enhanced sick pay, monthly campaigns, training, and yearly flu jabs
- Cycle to Work scheme
- Car Benefit scheme
- Learning and Development including coaching and professional qualification support
- Volunteering days
