Housing Contact Centre Team Leader
4 weeks ago
Croydon Council is seeking a skilled Team Leader to lead a dedicated housing customer contact centre, providing a responsive and accessible repairs service to residents. As a key member of our team, you will be responsible for coaching and developing a team of Customer Service Advisors to deliver excellent customer service and resolve customer complaints efficiently.
The Role
- Monitor service performance and deploy resources to meet peak demands, ensuring high customer satisfaction.
- Support Advisors with complex or challenging enquiries, providing coaching and direct interventions as needed.
- Develop the capability of Advisors through coaching and training interventions, using management information to target service improvements.
- Ensure 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.
- Maximise the efficiency of Customer Service Advisors, ensuring they have the necessary skills and training support.
About You
- You will have experience working in a fast-paced customer service contact centre and possess strong interpersonal and leadership skills.
- You will have a passion for customer service and a commitment to making a difference in the lives of Croydon residents.
- You will have strong organisational, planning, and analytical skills, with the ability to work in a dynamic and ever-changing environment.
What We Offer
Croydon Council is committed to investing in its staff and offers a rewarding career with a generous pay and benefits package, including access to the Local Government Pension scheme and more.
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