Customer Service Centre Performance Leader
- Employer
- Home Group
- Location
- Newcastle Upon Tyne, Tyne and Wear
- Salary
- Negotiable
- Closing date
- 25 Jul 2019
View more
- Function
- Corporate Services, Administration
- Seniority
- Manager
- Contract
- Permanent
- Hours
- Full Time
- Organisation Type
- Housing association / RP
Job Details
Customer Service Centre Performance Leader
Longbenton
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!
Company
There’s never been a more exciting time to join us, as we build and sell over 10,000 new homes across the UK. From affordable housing to our brilliant private sale brand Persona, we’re shaking up the new build market. You’ll have the opportunity to work on everything from affordable homes to luxury apartments and build the career you want with us.
As one of the UK’s largest developers of new homes and providers of houses for affordable rent. We also provide long term integrated health and social care housing. We don’t just build houses, we build homes and develop vibrant communities where people want to live.
What keeps us busy?
We’re building homes, independence and aspirations and according to our trophy cabinet we’re pretty good at it!
We’re winners of the 2018 UK Housing Awards Development Programme of the Year, Silver Best House at the What House Awards 2018, and RESI Landlord of the Year 2016. We’re constantly challenging the status quo, delivering unparalleled schemes and ground-breaking products. We pride ourselves on building happier, healthy homes, putting space and people before profits.
Oh and did we mentioned that we rank No. 27 in the UK’s Best Large Places to work, and 17th in Stonewall Top 100 Employers 2019?
We’re growing
As we’re building new homes, we’re growing our team too so there are lots of opportunities for you to join us across the UK. So whether you’re acquiring land, designing places, delivering schemes, selling homes or regenerating neighbourhoods. You’ll be working alongside brilliant people to unlock bold opportunities, exciting new partnerships and collaborative projects across the UK.
Join us
You can find out more about us and our current vacancies on our website at www.homegroup.org.uk/careers or on our Facebook and Linkedin pages.
High-flying career, work life balance, brilliant benefits and a cherry on top! There are so many reasons you’ll love working at Home Group. https://youtu.be/624xZO1nXqY
- Website
- http://www.homegroup.org.uk/
- Location
-
2 Gosforth Park Way
Gosforth Business Park
Newcastle upon Tyne
Tyne and Wear
NE12 8ET
GB
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