Customer Relations Support Team Lead

5 days ago


Coventry, Coventry, United Kingdom Orbit Group Full time

We're a leading developer of affordable housing and one of the UK's largest housing groups, striving to create thriving communities.

Our Customer Support teams work in a fast-paced environment, interacting with various teams across our business to provide a key service to our customers.

We're seeking a Team Leader to manage one of our Repairs Teams, offering effective support and guidance to our Customer Support Repairs Advisors.

This role is part of Customer & Communities, where you'll help us lead the way in keeping our promise to over 100,000 customers.

Key Responsibilities:

  • Lead on a service, handling non-complex repairs cases via inbound calls, email, and webchat.
  • Manage, motivate, and drive performance with a team of Customer Support Repairs Advisors.
  • Embed HR processes with the team, identifying training needs and providing coaching.
  • Collaborate with contractors and wider teams to achieve first call resolution.
  • Review and improve current processes, sourcing solutions for improvement.

Requirements:

  • Ability to effectively manage people, either through experience or management training.
  • Ability to have constructive and challenging conversations.
  • Excellent communication and relationship-building skills.
  • Good PC skills, including Word and PowerPoint.
  • Experience of working to targets, supporting a complex business.

Why Orbit?

We strive to create an inclusive experience with benefits and wellbeing programmes designed to help you and your loved ones thrive.

Our tailored development journeys are designed to stretch and strengthen your leadership skills, giving you access to renowned business schools and experiential programmes for greater breadth and depth of learning.

We're proud to make a difference to people together, driven by a passionate belief in progress and people.



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