Customer Contact Centre Team Leader

2 weeks ago

Leyland, United Kingdom Progress Housing Group Ltd Full time

**Customer Contact Centre Team Leader at Progress Housing Group.**
- ** A competitive salary of £36,276** in recognition of your skill and dedication
- ** A** **permanent contract** offering long-term stability, job security, and the opportunity to grow within a supportive organisation
- ** Based in our modern, collaborative office in Leyland, Lancashire,** designed to foster innovation, teamwork, and professional development

**Join Our Legacy of Change and Community**

Progress Housing Group and our dedicated team of 900 colleagues has been more than a housing provider; we've been a catalyst for positive change. We can proudly reflect on the countless lives we've impacted - providing safe homes and supporting independence. We're proud of our journey, standing by our communities through every season of life.

Together, we are committed to making a positive difference every day.

**Our Values**

At Progress Housing Group, our values drive everything we do:

- ** We are people-focused** - we treat everyone fairly and understand the diverse needs of our customers and colleagues.
- ** We are forward-thinking** - we search for and implement innovative solutions to overcome challenges.
- ** We are genuine** - we are open, honest, and energetic in all that we do.
- ** We are expert** - we use our knowledge and expertise to provide the best possible service.
- ** We are collaborative** - we work together with partners, tenants, and communities to achieve more.

**Your Role**

As a Customer Contact Centre Team Leader, you will:

- Lead and performance-manage a team of 8-12 Customer Contact Officers in a multi-channel contact centre.
- Drive service improvements using customer feedback and insights.
- Support the delivery of our Digital Customer Access Strategy and promote channel shift.
- Identify training needs and coordinate development plans for individuals and teams.
- Manage complaints, support change initiatives, and ensure high standards of service are consistently met.

**What We Are Looking For**

This is a competitive opportunity, and we’re looking for someone who brings:

- Proven experience in customer service or housing management.
- Strong leadership and coaching skills, with the ability to motivate and develop others.
- A proactive, positive attitude to change and continuous improvement.
- The ability to work well under pressure and manage workloads effectively.
- Excellent interpersonal and communication skills, with a customer-first mindset.
- Confidence in using data and reports to drive performance and decision-making.
- A commitment to our values and a passion for delivering excellent service.

**Why Progress Housing Group?**

This is a fantastic opportunity to join a supportive team where you can make a real impact. At Progress Housing Group, we offer an opportunity for professional development and growth within a company that truly values its people.

**Application Closing Date**:Tuesday**22nd July 2025 at 23:59pm

**Interview Date**:1st August 2025

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