Customer Service Team Leader

Astraline, part of Johnnie Johnson Housing, supports thousands of people across the UK to stay safe and live independently at home. We work in partnership with healthcare professionals, local authorities, housing associations and health and social care providers to deliver efficient and person-centred care for their customers and are constantly growing and offering our service to even more people who need us.

As our Customer Service Team Leader (known internally as Team Coordinator), you’ll work in partnership with other Customer Service Team Leaders (Team Coordinators) and Team Managers and support the delivery of an excellent 24/7 monitoring service to end users and corporate clients through effective coordination and supervision of our Call Operators.

Coordinating the shift and driving the team to achieve performance against service level targets, you’ll carry out a range of administrative tasks and respond to calls when volumes demand. You’ll investigate into, respond to and record any customer complaints and carry out initial low-level investigations on any performance or conduct issues, working closely with Team Managers. The Team Coordinator will also identify any gaps in the rota, liaising with Operators as required, and identify any training needs, assisting with the coaching, training and development of Operators.

So now you’ve heard a bit about the role, let us tell you a bit about the team It’s important to know who you might be working with, right?
**Our Team**

You will report directly into our Team Managers and sit within a close-knit team of approx. 10 other colleagues, some in the office and some working from home. They work hard to get help for our residents; some of whom are vulnerable, the help they need. What makes this role different is that it’s not a typical call centre environment - it’s a lovely, modern new office with a really homely feel about it. As well as providing support to the organisation and our customers, we support each other too. We work hard but we also like to have fun and you’ll often find us catching up outside of work.

We’re here 24/7 for our customers, so the role will be covering a variety of shifts including during the day, in the evening, during the night or at weekends. There may even be a requirement to cover bank holidays.
**About you**

We’re looking for somebody with Supervisory or Management experience in a call centre environment.

It might be that you’re a current Team Co-ordinator looking for a new challenge You’ll need to enjoy making decisions and having accountability, as well as being comfortable when it comes to giving constructive feedback. You’ll have a passion for continuous improvement, thrive working at pace and be adaptable and open when it comes to change.
**And the benefits of working for us?**

As a Team Co-ordinator, you will be responsible for the SLA and performance on your shift so the majority of your shifts will be completed within our newly opened offices in Cheadle Hulme with the odd opportunity to work from home.

We also offer a fantastic holiday allowance of 33 days per annum (including statutory holidays) which rises to 38 days after 5 years’ service. We can offer you a 35-hour working week, an enhanced 5% employer contribution pension scheme and a recognition scheme with both financial and non-financial rewards such as gift vouchers, healthcare discounts, and loads more fantastic benefits too - you can find out more about these on our careers site
**About us**

Johnnie Johnson Housing are a not-for-profit housing association, housing over 7,000 residents across the North West, North East, Yorkshire and Derbyshire and specialise in independent living for the over 55s. Our vision Living Longer, Living Better is simply about helping people age well and live independently for longer in their own homes.