Customer Service Centre Team Leader

**Customer Service Centre Team Leader** **Location**: Grimsby **Hours**: 37 hours per week **Shift Pattern**:Monday - Friday between 7.30am - 6pm **Salary**: £25,057 - £26,059 per annum As a CSC Team Leader, you will be a positive, motivated individual who is passionate about delivering excellent customer service through a team of customer service advisors. You will work as part of the current Customer service Centre team managing, coaching and motivating a team of 12 customer service advisors to deliver their customer key performance indicator’s and LHP’s customer first values and quality framework. This role is specifically managing LHP’s Print & Post function and their Housing team, who support 25,000 customers with inbound and outbound multi-channel contacts which range from tenancy, housing, lettings, income, repairs and payments enquires. **What will I be asked to do as a CSC Team Leader?** - Manage the Customer Service Centre Advisors performance with effective performance management based upon the CSC objectives. - Actively manage staff to deal with incoming contacts to ensure that SLA’s and KPI’s are always achieved. This will include setting up and managing staff rota’s, shift patterns etc to ensure resource meets demand. Managing performance in a real time environment. - Provide support to advisors with mentoring and coaching to ensure staff development and the achievement of high-quality customer service, through a "Listen, act and Learn" approach. - Provide a point of contact for other departments with specific Customer Service Centre enquiries. Proactively engage with other departments to ensure that effective feedback is delivered by working "together". - Produce individual, team and overall CSC service performance reports as required. Undertake analysis of data and interpret results to help develop the customer service strategy. - Support the Customer Service Centre Manager in the recruitment, induction and ongoing training of staff for the CSC. - Provide effective input into how business processes can be improved, to deliver a simple straight forward access to service for customers. Continuously provide feedback/suggestions to the Customer Service Centre Manager on improvements and root causes analysisof failure. - To provide on call support to the Out of Hours team. **What skills, attributes and experience will I need as a CSC Team Leader?** - Excellent people management skills - A demonstratable history of performance management - Clear coaching and communication skills - Ability to motivate a team to deliver KPIs and quality framework standards - Demonstrate LHP values of customer first | Together | Listen Act & Learn - Good time management - A pro-active approach to service delivery - Be computer literate - Demonstrate flexibility and be a team player **What opportunities will I have for progression?** At LHP they are committed to investing in the development of their employees to enable them to realise their potential. There are many opportunities that LHP will provide you with to enhance your skills and assist in your career progression. They measure their success within this area by the number of internal promotions that they can achieve and that they are able to retain their best talent. The natural career progression route that would be applicable to your role is Customer Service CentreManager. **What are Lincolnshire Housing partnership like to work for?** LHP is an impressive company to work for and have recently been awarded a 'one to watch’ status in their first Best Companies survey. This role is flexible under their agile working policy; therefore, you will be able to work from wherever is suitable tocomplete the task at hand. This might be at home or at the office located in Grimsby. **What additional benefits will I get from working for Lincolnshire Housing Partnership?** - An employee wellbeing package through their benefits partner Westfield Health - Opportunities to learn new skills and knowledge through our fantastic corporate training programme - A superb employer salary sacrifice pension scheme - 24 holiday days a year (plus bank holidays) with the ability to earn additional holiday days through full attendance **To Apply