Housing Contact Centre Team Leader

3 days ago

Croydon, Greater London, United Kingdom Croydon Council Full time

About the Role

Croydon Council is seeking an experienced Team Leader to lead a team of Customer Service Advisors in our new dedicated housing customer contact centre. As a key member of our team, you will be responsible for delivering exceptional customer service and ensuring that our residents receive a responsive and accessible repairs service.

Key Responsibilities

  • Lead a team of Customer Service Advisors to provide first-class customer service and resolve customer complaints in a timely and professional manner.
  • Monitor service performance and deploy resources to meet peak demands, ensuring that our residents receive a high-quality service.
  • Support Advisors with complex or challenging enquiries, providing coaching and guidance to ensure that they have the necessary skills and knowledge to resolve issues effectively.
  • Develop the capability of Advisors through coaching, training, and development interventions, ensuring that they have the skills and knowledge to deliver exceptional customer service.
  • Use management information, including customer feedback, to identify areas for improvement and implement remedial action to enhance service delivery.
  • Ensure that all Key Performance Indicators (KPIs) are achieved and plan milestones to meet these targets.
  • Identify areas for development and improvement through data analysis, observation, and quality trends, and implement changes to enhance service delivery.

About You

We are looking for an experienced Team Leader who has a passion for customer service and a commitment to delivering exceptional results. You will have:

Experience working in a fast-paced customer service contact centre environment.Strong interpersonal and leadership skills to motivate and inspire your team.A passion for customer service and a commitment to making a difference to the residents of Croydon.Strong organisational, planning, and analytical skills to drive service improvement and delivery.

What We Offer

Croydon Council is a dynamic and inclusive employer that offers a range of benefits, including a generous pay and benefits package, access to the Local Government Pension scheme, and opportunities for career development and progression.

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