Contact Centre Team Leaders
Contact Centre Team Leaders (1 Permanent and 1 Fixed Term Contract – 12 months)
Salary: £32,000 pa
Location: London, SE1
Wandle proudly supports people across south London who need a home – it is why we were formed in 1967, and why we exist today.
Originally founded as the Merton Family Housing Trust, Wandle was formed by a group of local people who were concerned about homelessness and wanted to do something practical about it.
50 years on, we have grown into an organisation with over 7,000 homes across nine south London boroughs and almost 200 staff.
This is a great opportunity to join us as the organisation evolves into a housing sector leader.
About the role
We live in a changing world where the digitisation of customer services is embedded in some sectors but not necessarily widespread in the Housing Sector. Wandle wants to embrace digitisation in order to transform the way we do business and improve services to our customers.
We need to prepare our Contact Centre for our vision of digitised customer service and are looking for team leaders who will be able to motivate our Customer Service Advisors to become the best they can be. We are looking to create an environment where quality of service is our driver and ‘going the extra mile’ is a part of business as usual.
Our contact centre is open 08:00 – 18:00 Monday to Friday and is based in our head office. You will be required to work a rotating shift pattern to ensure the contact centre has management cover during its operating hours.
The ideal candidate will have:-
- Experience of working within social housing with a good knowledge of policies and processes including repairs
- Experience of managing a multi-channel contact centre in a fast paced environment with an emphasis on First Call Resolution
- Experience of leading, coaching, mentoring, training and motivating a multi-disciplinary team and identifying and harnessing talent at all levels
- Experience of stakeholder engagement and the ability to seek and manage feedback from service users to improve systems and develop innovative solutions
- Excellent communication skills and in particular, the ability to write clear and concise reports
This is an exciting time to join our Contact Centre team and be a champion for continuous improvement within Wandle including changing our culture and our ways of working.
For more information, please see the recruitment pack.
What we can offer you
In return for your dedication and commitment, we offer a competitive salary and reward package with a wide range of benefits that can be tailored to suit you, including 25 days annual leave, pension, healthcare, season ticket loans, retail discounts and weekly fruit deliveries. Our offices are also in an excellent, accessible location close to London Bridge and Borough Market overlooking the Thames.
Depending on your qualifications you may study Management Level 3 NVQ Diploma or Management & Leadership Level 5 NVQ Diploma.
We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, gender, disability, religion/belief, sexual orientation or age.
How to apply
To apply, please click through to our website via the red 'apply' button to upload a CV and complete our online application where you will need to describe how you meet the key criteria of the role as described above. Please note you must complete all of the application form to be considered for shortlisting.
The closing date 27 June 2018 at 10am. Interviews and assessments 4 July 2018.