Customer Contact Team Leader

**Customer Contact Team Leader**

**REF 18204**

**£27,583 per annum**

**37.5 hours per week**

**Permanent**

Trident Group has over 60 years’ experience of delivering homes, services and innovation for up to 8,000 people in over 3,400 homes in some of the most disadvantaged communities in the Midlands. It employs more than 850 staff, works with many volunteers and provides training places and apprenticeships as part of the employment package. The Group has an annual turnover of more than £34m and owns assets close to £186m.

The Group consists of;
- Trident Housing, which provides landlord services for the Group in respect of housing management and maintenance
- Trident Reach, which is a registered care and support charity providing services to those who are homeless or at risk of homelessness, and those who have been victims of domestic abuse across all age groups across the Midlands

**About the role**

We have an exciting opportunity within the Housing, Care and Support Directorate for a Customer Contact Team Leader. This role is essential for ensuring our residents, customers and stakeholders receive a good service at first point of contact and beyond focussing on the heart of what we do

The purpose of the role is to supervise and work enthusiastically as part of the Customer Contact Team in providing an effective customer facing service. Ensuring the efficient delivery of an effective reception / call handling service to our customers, residents and internal / external stakeholders. To provide a supportive and efficient response to a broad range to queries and enquiries including repairs and maintenance reporting, accessing care and support services and calls and all enquires for all departments within Trident Group

**Key Responsibilities**

Supervisory
- Responsible for leading the Customer Contact Team with a real focus on coaching, developing, and motivating the team to deliver outstanding results within a fast-paced changing environment as well as taking an active role as part of the team
- Continuously monitor and improve current methods of service delivery and implement changes to meet the operational and strategic needs of the organisation. Keeping up to date with customer services centre best practice to improve customer satisfaction and reduce costs
- To support the performance management of the Customer Contact Team including monthly one-to-ones, Performance Development Reviews and Team Meetings
- Identify, co-ordinate and facilitate Customer Service Advisor training including the coaching of Customer Service Advisors where necessary

Repairs and Maintenance
- Ensure repair requests from customers are received and processed appropriately, ensuring they are dealt with in an efficient manner in accordance with policies and procedures
- Work in accordance with the key handling policy & procedure
- Ensure the Damp and Mould repairs triage process is followed and risk assessments are completed where necessary

Customer Service
- To have a strong working knowledge of all departments and functions within Trident Group and actively share this with colleagues to support answering enquiries at first point of contact in line with providing the best possible customer service
- To provide an effective customer facing service to all Trident’s customers, residents and internal / external stakeholders including effective handling of all visitors to the 2 head offices, incoming customer telephone calls, queries sent through the website and post in line with organisational procedures and response targets, visiting customers at home, if necessary, in the fulfilment of duties
- To carry out customer satisfaction surveys, recording, responding to as required. In addition, provide assistance to relevant personnel and feedback to customers on resident involvement and engagement activities. To also ensure the Customer Advisors meet their monthly KPI of completing 30 customer satisfaction call backs
- To handle initial incoming complaints and aim to resolve where necessary, dealing with correspondence and recording information, if complaints cannot be resolved to follow the complaints policy and procedure
- To handle initial incoming anti-social behaviour calls including recording incident, responding to and providing right advice/sign posting, and making referrals where necessary to specialist services
- To provide a basic tenancy advice to customers

Finance
- Provide first point of contact income management service assisting customers in the process of queries to rent and/or service charge, taking appropriate action in line with policies and procedures

Central Services Support and General Duties
- To monitor performance and use of the organisation’s IT’s call logging system
- Assist in the support to the Project and Performance Coordinator and administrative functions of the Customer Contact Team
- Support in the facilities management of Holliday Street and Fairlie House, keeping a professional an