Customer Systems Team Leader

2 weeks ago

StokeonTrent, United Kingdom Epic Housing Full time

Do you thrive in a small community-based organisation providing great services?

Join a small, but perfectly formed, community-based organisation providing services and support to over 1,300 homes and tenants.

We now have an opportunity for a Customer Systems Team Leader to join us to provide a fast paced, front facing customer-focused service, leading the team to deliver excellent customer services through a range of customer contact channels with a diverse range of customers.

The Role

The aim of this role is to lead the design and implementation of our digitalisation agenda and drive the delivery of excellent customer services.

You will ensure an effective complaints service in line with the Housing Ombudsman’s Complaint Handling Code and will develop, and embed the tenant charter and tenant engagement strategy as well as analyse and use data to ensure service improvements are tailored to customer and tenant needs.

With previous experience in leading a team, you will manage and develop an effective and motivated team ensuring that they consistently meet high standards of performance through effective use of team meetings and one-to-ones.

Your aim will be to ensure all systems and processes deliver operational excellence, and you will drive continuous improvement, whilst ensuring compliance with relevant laws, regulation, internal rules and procedures.

About You

**You will have**:
Experience of leading high performing teams.

Experience of change management, including delivery.

Extensive experience of working with in the Social Housing or related sector.

Experience of working in a fast-moving customer service environment as well as an understanding of delivering high level customer care in a social housing setting.

Excellent understanding and knowledge of digital service delivery.

Experience of devising and implementing housing policies and procedures as well as knowledge of the regulatory framework within which the company operates, especially in relation to Consumer Standards.

The ability to plan and implement Housing Management Information Systems including CRM.

The ability to plan and prioritise services in order to meet defined targets..

**Benefits**:
**In return we can offer you**:
Flexibility of hours and where and when you work

28 days holidays

Employee Assistance Programme

Pension

Working hours 35 hours per week

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