Customer Service Centre Team Leader

Orbit Group
England, West Midlands, Coventry
£24518 - £27242 per annum
03 Jul 2018
17 Jul 2018
Jennifer Cole
Full Time
Organisation Type
Housing association / RP
Customer Service Centre Team Leader

Location: Garden Court, Coventry
Salary: £24,518 - £27,242 per annum
Hours: 36.25 hours per week
Contract: Permanent

The Role

We have an exciting opportunity for a Customer Service Centre Team Leader to join our Customer Service Centre in Coventry.

This role will see you lead, supervise and motivate a team of up to 16 Customer Service Advisors. The Customer Service Centre is made up of 5 teams responsible for repairs, tenancy, rent or social media queries. You will be required to coach and develop your team to ensure KPIs and performance targets are achieved successfully.

This role will see you play a pivotal part in the Customer Service Centre to drive and encourage Advisors to provide an outstanding service to internal and external customers. You will have the ability to look at new and smarter ways of leading people through periods of change. This opportunity will include managing recruitment, sickness and low level dissatisfaction calls.

You will work on a rota basis between the hours of 0800-2000 on Monday to Friday. You will be required to work Saturday 8am-1pm on a rota basis.

About You

To be successful for this role you will have a passion for customer service and experience of working in a fast paced environment. We are looking for someone who is passionate about developing and coaching people.

It is not essential to have previous work experience in a call centre environment, but you will need to demonstrate working at a similar level in a customer service environment.

Successful candidates will have strong interpersonal skills as it will be necessary to build strong working relationships with partners across the business. This role requires someone who can challenge current processes and present new ideas to improve the service.

Why Apply

We believe that an organisation's best asset is its people, and as such we want everyone to feel that they can make a difference. We want to unlock the potential in all Orbit employees and maximise their satisfaction in the job. We have a corporate training programme, opportunities for professional development and our staff tell us we are a great organisation to work for. We offer an excellent benefits package including private medical insurance, discounted dental insurance and gym membership, 27 days holiday entitlement and pension scheme.

About us

As one of the country's largest housing associations, Orbit owns and manages 40,000 homes and is committed to its purpose of Building Communities. Orbit is an ambitious, dynamic organisation with national reach and influence. We are passionate about making a real difference to our communities, ensuring our customers are proud of where they live. We are a long-term sustainable business and make profit for a purpose in order to re-invest in our services and to build much needed new homes.

How to Apply

To apply for this role please submit your CV and a supporting statement that demonstrates how you meet the key criteria we need. If you wish to discuss the role further, please contact Jennifer Cole at Retinue Solutions, on 0203 837 7976 or via email on

Advert closing date - Sunday 22 July 2018

Interviews - Week commencing 30 July 2018

Retinue Solutions is committed to equality in the workplace and is an equal opportunity employer.
Retinue Solutions is acting as an Employment Business in relation to this vacancy.

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