Contact Centre Team Leader

Solihull, West Midlands
£29,867 per annum
11 Jan 2018
22 Jan 2018
Full Time
Organisation Type
Housing association / RP

Waterloo Housing Group is a major social housing group providing almost 26,000 rented, shared ownership, retirement and leasehold homes across the East and West Midlands and Lincolnshire.

We have a strong reputation for managing our homes to a high standard.  By working closely with our residents, we are continually improving our housing services to offer the best quality, choice and value for money.

An exciting opportunity has arisen for an enthusiastic and experienced Contact Centre Team Leader. This role is required to supervise, monitor and motivate the Contact Centre Team who are the first point of contact for enquiries from customers by telephone, e-mail, website and our customer portal.

The successful candidate is required to deliver a professional and efficient first class customer service at all times. As well as demonstrating effective leadership and performance management of the Contact Centre team.

Proactive and results driven you will support the delivery of agreed KPIs in relation to call quality, recording and accuracy of information provided to customers. Using your influencing, negotiation and problem solving abilities you will be responsible for the day-to-day management, development, coaching and recruitment of a group of Contact Centre Advisors as well as being required to support the Head of Customer Services.

Experience of supervising a team and developing customer focused services and strategies is crucial. We are also looking for individuals who have substantial experience, knowledge and understanding of working within a busy contact centre.

Waterloo Housing Group is committed to safeguarding and promoting the welfare of children and adults within the communities we work in.

Early applications are encouraged as often we experience a high volume of interest for posts. We will review applications on a daily basis and once we have received sufficient applications we reserve the right to bring forward the closing date. 

Closing date: 12 noon on Monday 22 January 2018

Assessment centre: Wednesday 31 January 2018

For more information including how to apply, please click the apply button.

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