Housing Contact Centre Team Leader

3 weeks ago

Croydon, Greater London, United Kingdom Croydon Council Full time
About the Role

Croydon Council is seeking a skilled and experienced Team Leader to join our Housing Contact Centre team. As a key member of our team, you will be responsible for leading a team of Customer Service Advisors who provide excellent customer service to our residents.

Key Responsibilities
  • Lead a team of Customer Service Advisors to deliver exceptional 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 the best possible service.
  • Support Advisors with complex or challenging enquiries, providing coaching and guidance to ensure that they have the necessary skills and knowledge to resolve customer issues.
  • Develop and implement procedures to enhance overall productivity and efficiency within the contact centre.
  • Use management information and customer feedback to identify areas for improvement and implement remedial action.
  • Ensure that all Key Performance Indicators (KPIs) are met and plan milestones to achieve these.
  • Identify areas for development and improvement through data analysis, observation, and quality trends.
About You

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

  • Experience working in a fast-paced customer service contact centre environment.
  • Strong interpersonal and leadership skills to motivate and develop your team.
  • A passion for customer service and a commitment to making a difference to our residents.
  • Strong organisational, planning, and analytical skills to drive business results.
What We Offer

Croydon Council is a rewarding and inclusive employer that offers a generous pay and benefits package, including a competitive salary, annual leave entitlement, and access to the Local Government Pension scheme. We are committed to investing in our staff and providing opportunities for career development and growth.

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