Housing Contact Centre Team Leader

4 weeks ago


Croydon, Greater London, United Kingdom Croydon Council Full time

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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