Housing Contact Centre Team Leader
2 months ago
Croydon Council is a diverse borough with a vision to create great homes, places, and communities to enhance life opportunities. As part of our vision to transform housing services, we have created a new dedicated housing customer contact centre.
This is an exciting opportunity to make a real difference to the lives of our residents and local communities. As a Team Leader, you will lead a team of Customer Service Advisors who are the first point of contact for customers with housing related enquiries and repairs.
The Role- You will be responsible for the customer journey from first point of contact, focusing on improving customer satisfaction and monitoring service performance on an ongoing basis.
- You will support Advisors with dealing with complex or challenging enquiries from residents, through coaching or direct interventions.
- You will play a crucial role in developing the capability of Advisors through coaching and training interventions.
- You will use management information, including customer feedback, to target aspects of service improvement and ensure all KPIs are achieved.
- You will identify areas for development and improvement through monitoring performance using data analysis, observation, and quality trends.
- You will maximise the efficiency of the Customer Service Advisors, ensuring they have the necessary skills and training support in place.
- You will have experience working in a vibrant, fast-paced customer service contact centre.
- You will have strong interpersonal and leadership skills to enable you to get the most from your Customer Advisors.
- You will have a passion for customer services and a commitment to making a difference to the residents of Croydon.
- You will have strong organisational, planning, and analytical skills.
We are passionate about our staff and offer a rewarding career with a commitment to investing in you. Our benefits package includes a generous annual leave entitlement, access to the Local Government Pension scheme, and more.
We are an inclusive employer and welcome applications from all sections of the community. We are committed to safeguarding and promoting the welfare of children and vulnerable adults and expect all staff to share this commitment.
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