Senior Customer Service Team Leader

14 hours ago

St Helens, United Kingdom Torus Group Full time

Torus Group are looking for a motivated and experienced **Senior Team Leader - Customer Hub**to join our team and make a meaningful impact on our services. As a Senior Team Leader in our Customer Hub, you will play a key role in ensuring that our Customer Hub delivers high-performing, quality services. You will lead on the development of our Housing Management System relating to CRM/Contact Management and oversee the deployment of the QMAX Resource Planning system. This role involves supervising and motivating a team of Team Leaders and Customer Advisors, ensuring adherence to policies and procedures, and continuously improving service delivery to achieve performance targets.

**Key Responsibilities**
- Lead the development and configuration of the Housing Management System (CRM/Contact Management).
- Oversee the implementation and use of the QMAX system to ensure effective resource planning.
- Provide operational support and supervision to Team Leaders and Customer Advisors, ensuring compliance with policies and procedures.
- Deputise for the Customer HUB Service Lead when required.
- Identify areas for improvement in processes, procedures, and IT systems to enhance customer service.
- Manage, motivate, and develop teams to ensure high-quality service delivery.
- Monitor team performance and implement action plans for continuous service improvement.
- Analyse business intelligence and telephony data to enhance service delivery.
- Handle escalated and complex customer enquiries and complaints effectively.
- Lead and manage service transformation projects and operational work plans.
- Ensure compliance with Health & Safety, Equality & Diversity, and Safeguarding policies.

**What We’re Looking For**
- We are looking for a strong leader who is customer-focused, has excellent communication skills, and can drive continuous improvement in a fast-paced environment.
- Educated to GCSE grade C or above (or equivalent) in Maths and English.
- Experience in a customer-focused environment with a strong track record in delivering excellent customer service.
- Previous experience in team leadership and resource deployment, including creating team rotas.
- Knowledge and experience of configuring Housing Management Systems.
- Ability to manage performance, use data to identify trends, and drive service improvements.
- Strong relationship management skills with both internal and external stakeholders.
- Excellent problem-solving abilities with a proactive approach to service improvement.
- CIH Level 3 Qualification or willingness to study.
- Knowledge of QMAX or similar call forecasting systems.
- Awareness of the Social Housing Regulation Act and Social Housing White Paper.

**Interview Process**:
**Additional Information**:
Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed:

- Right to work verification
- Qualification certificate check
- 2x Completed references
- OH Health Questionnaire - Fit For Work
- DBS check (if required for role)
- Completion of all new starter documentation including signed T&C’s

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