Customer Support Team Lead

2 weeks ago

Coventry, Coventry, United Kingdom Orbit Group Full time

About the Role

We are seeking an experienced Team Leader to manage one of our Repairs Teams and provide effective support and guidance to our Customer Support Repairs Advisors.

Key Responsibilities

  • Lead on a service, dealing with non-complex repairs cases via inbound calls, email, and webchat.
  • Manage, motivate, and drive performance with a team of Customer Support Repairs Advisors.
  • Identify training needs and provide coaching.
  • Work with contractors, wider teams to drive a first call resolution.
  • Review and improve current process, sourcing solutions for improvement.
  • Work within an operational team, to provide customer-focused service in a shift pattern.

Requirements

  • Ability to effectively manage people either through experience or management training.
  • Ability to have constructive and challenging conversations.
  • Ability to deliver effective working relationships both internally and externally.
  • Good PC skills, including Word and PowerPoint.
  • Experience of working to targets, supporting a complex business.
  • Able to participate in out-of-hours rota/work within shift pattern required.
  • Excellent communication and relationship-building skills.

Desirable Skills

  • Established Team Leader – direct line management experience.
  • Housing repairs experience.
  • Experience of working within a Contact Centre Environment.
  • Intermediate MS Excel.

About Orbit Group

We are a leading developer of affordable housing and one of the UK's largest housing groups. We strive to create an inclusive experience with benefits and wellbeing programmes designed to help our employees, and their loved ones, to thrive. We offer flexible working opportunities for many roles and provide opportunities to learn and develop at every stage of your career.

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