Customer Services Team Leader
Onward Homes is one of the largest registered providers of social housing in the North West, with 35,000 properties across the region.
We believe that everyone deserves a place to call their own, which is why we’re committed to building 400 new homes each year. We do more than just provide a roof over our customers’ heads, we’re here to make a real difference.
In addition to creating positive spaces for our customers we continuously strive to create a positive and progressive workspace to enable our colleagues to achieve their full potential.
We are looking for a Customer Services Team Leader (1 post) to join our Contact Centre in Accrington.
Reporting to the Contact Centre Manager, you will support in developing, leading and managing a high performing, sector leading customer contact and support service centre, providing direct customer service through a variety of existing and new contact channels to both internal and external customers.
You will provide line management and leadership to a team, managing resources to ensure objectives are achieved. You will be responsible for Contact Centre resource management including planning, scheduling and agreeing daily activities to ensure agreed performance indicators are achieved and the customer experience in accessing the service is excellent. Collaboratively, you will prepare short, medium and longer term forecast plans and ensure all training and scheduling is delivered to support and maintain the customer experience at agreed levels.
You will conduct monthly contact evaluations against agreed standards for all Customer Service Specialists developing and delivering key learning and coaching interventions where under-performance or knowledge gaps are identified. You will maximise the use of technology, to drive continuous improvement and proactively identify and manage any blockages that hinder the team’s ability, to deliver high levels of customer service and performance. You will ensure income collection is embedded as a key part of the team’s service offer, contributing to overall agreed performance targets and supporting the viability of the organisation.
To be successful, it is essential you have significant experience leading and developing people to high performance and also, working in fast paced customer contact environments. You will have the ability to plan, organise and prioritise individual workload to meet agreed deadlines. It is essential you have excellent interpersonal skills with the ability to communicate at all levels.
The Contact Centre opening hours are Monday to Friday 8.00am - 7.00pm and the successful candidates will be required to work flexibly with the wider Team Leader population to ensure cover is provided and frontline colleagues are supported.