Customer Service Team Leader

CONTACT CENTRE TEAM LEADER

12 month Fixed Term Contract

Location: Newbury

Salary: Up to £28,000 pro rata

Hours: 37 hours a week

OFFICE HOURS RUN BETWEEN 8:00AM - 6:00PM, MONDAY TO FRIDAY AND WILL REQUIRE OCCASIONAL WEEKENDS.

Our client is a leading Housing Association in the top 10 in their sector and has trebled in size in the last four years and plans for further significant growth.

An outstanding opportunity exists for a Contact Centre Team Leader to make an impact and play a key role leading a team of advisors, and pushing the team forward as the hub of their growing organisation.

The Customer Service Teams are responsible for dealing with a wide range of queries from customers and residents via telephone, email and written correspondence as well as through social media channels including Facebook and Twitter.

Working within a Contact Centre environment the successful candidate will be responsible for driving a multi-skilled approach to Customer Services and will manage the operational activities of the Contact Centre team. You will act as an escalation point and resolve any issues arising from daily activities by deploying appropriate staff resources to ensure the delivery of a service that is both consistent and responsive.

You will lead, motivate and direct the operational team to deliver objectives and targets, consistently achieving first call resolution with our residents. Working closely with partner agencies and contractors you will deliver and manage the provision of a high quality Housing Support and Repairs Service in order to meet the customer need.

Applicants will have a proven track record leading a team in a fast paced Contact centre with a natural ability to thrive in a changing environment. Previous supervisory and line management experience essential.

Applicants will be IT literate and be familiar with Call Centre technologies. It will be necessary that the successful Team Leader will be extremely organised demonstrating a high attention to detail and the ability to effectively priorities workloads to meet targets.

A full driving licence and access to a vehicle is essential.