Customer Experience Team Lead

4 weeks ago


Redcar, Redcar and Cleveland, United Kingdom And Yorkshire Housing Limited Full time

As a key member of the Customer Experience leadership team at Yorkshire Housing Limited, you will be responsible for overseeing the delivery of a high-quality service to our customers. This involves leading a large team who support our customers across voice and digital channels, ensuring operational running is aligned with our high standards of customer service.

You will motivate your team to take pride in the service they provide, always putting the customer at the heart of what they do. You will create a culture of inclusion and continuous development, taking proactive ownership of customer complaints and operational issues to ensure the service is delivered efficiently and key targets are met.

A key point of contact across the business, you will be the go-to person for all things operational around the Customer Experience Centre. You will take responsibility and contribute actively to service development through involvement in projects, policy formulation, business development, and the achievement of strategic aims and objectives.

  • You will have previous experience in a contact/call centre environment and coaching colleagues to meet operational targets/standards.
  • You are aware of what it takes to deliver a service to the agreed cost, time scales, and standards.
  • Excellent IT skills and must be comfortable using Excel, Word, and multiple systems.
  • You are target-driven and work well under pressure.
  • You have excellent planning and organisational skills and are able to respond and react as priorities change.
  • You are passionate about developing people and are always looking to push people to the next level and enhance their skills.
  • You will have bags of experience when it comes to building relationships both internally and externally.
  • Ability to confidently deal with difficult situations, conflicts, and complaints positively.
  • Knowledge of relevant legislative and regulatory framework.
  • Analytically driven and able to work with large volumes of information and complex data to provide insights and reports on service delivery.

At Yorkshire Housing Limited, we are actively building a work environment that is inclusive as well as diverse. We believe difference is what makes us stronger and recognise the importance of our teams reflecting the communities we serve. We welcome and encourage candidates from all backgrounds for this role.

We offer a competitive salary of £10 per annum for a 35-hour week, 25 days annual leave (rising annually to 30 days) plus Bank Holidays. Our people's health and wellbeing is one of our top priorities, and you can make the most of our readily available wellbeing support package.



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