Customer Service Centre Performance Leader

Home Group
Newcastle Upon Tyne, Tyne and Wear
18 Jul 2019
25 Jul 2019
Full Time
Organisation Type
Housing association / RP

Customer Service Centre Performance Leader


Permanent, Full Time (37.5 hpw)

Salary £28,500 to £31,900 per annum

Our Customer Service Centre opened its doors (and telephone lines) in 2011 and since then we have gone from strength to strength. Not just with our customer service but also with our achievements. Our trophy cabinet is bursting at the hinges, but there is still more space to continue to showcase our skills. We want you to join us and be part of our continued success!

How we do this – it’s down to our brilliant people, the training you’ll receive and the difference you’ll make to our customers.

We’re not like any other Customer Service Centre, we’re a small but mighty team with around 140 colleagues. We offer a multi-channel service to our customers with telephone, emails and digital services on offer. It’s a high paced environment, and if multi-tasking is your strong point we would love you to read on.

We currently have an exciting opportunity for a Performance Manager who will be responsible for inspiring a team with the support of a performance coach to achieve fantastic results. You’ll have a passion for arrears and the ability to work creatively to support colleagues in achieving brilliant outcome for customers. We want our conversations to be person centred that deliver win/win outcomes.

As a real people person with great communication skills you will strive to build genuine rapport and strong relationships with both customers and colleagues.

With a strong background in both debt collection and welfare advice you have the ability to share you experience and expertise with others to deliver an enhanced customer experience.

Delivering operational savings in line with business objectives and KPI’s, you will support organisation wide income management activities which will include the development and implementation of campaigns to support income protection. You’ll play a real part in strategic delivery and will work with a wide range of stakeholders including senior leaders.   

You’ll also get the chance to work directly with customers to help continually improve the way we work. Many of our colleagues have moved forward with their careers as we pride ourselves on nurturing ‘home grown’ talent.

If you like the sound of what you’ve read, we’d love to hear from you.

About you

You’ll have a strong understanding of providing financial advice and welfare advice to support the collections of arrears. You will have extensive knowledge and leadership experience in customer services and contact centre functions along with multi-channel work streams and managing and motivating teams to deliver excellence.  With extensive problem solving skills in a customer orientated business, you will also have the ability to undertake robust analysis of performance and take positive measures to ensure challenging targets are met.

It would be great if you had experience of managing teams within a digital environment including web chat.  Excellent colleague engagement skills and the ability to lead your team towards shared and individual goals are essential.

If you are successful, we need you to have an Enhanced Disclosure Check through the Disclosure and Barring Service which we’ll pay for.

Want to know more?

If you’re not reading this advert on our careers pages, press the APPLY NOW button to access lots of useful stuff! You can download the Customer Service Centre Performance Leader job description  and find out more about Home Group. We’ve also got these brilliant videos that show you what it’s like to work here, and we know you’ll want to find out more about our award winning benefits and rewards package!

To apply

Don’t delay applying for this brilliant job, as we may close it early if we get lots of applications! Just upload your CV and your covering letter (don’t forget to attach this, as we really want to know more about you!) If you need help, we’ve also got some great templates available.

You’re unique!

Home Group play a big part in tackling prejudice and discrimination, not just for our customers, but colleagues too! You can be yourself here, because we value everything that makes you unique. So whatever your age, race, sexuality, disability, religion, or gender identity, we recognise and celebrate our differences. Together we make Home Group a great place to work!