Customer Services Team Leader

Bedford, Bedfordshire
Circa £30,000
03 Sep 2020
20 Sep 2020
Full Time
Organisation Type
Housing association / RP

bpha are a forward-thinking housing association, on a mission to build thriving communities where people can live happily in a home they can afford.

As one of the top 25 housing association developers we are passionate about providing our customers with a great service and meeting their needs in whatever way we can.

Our Customer Services Team is the first point of contact for many of our Residents and it plays a crucial role in helping us to deliver our vision.

We are currently looking for a Customer Service Team Leader to join our team on a fixed term basis for 14 months.

What you will be doing: 

  • Managing, motivating and supporting a team of 10 customer service advisors

  • Monitoring customer service delivery through call monitoring and other mediums

  • Managing the delivery of relevant KPI’s for individuals and the team such as abandoned rates, effective aligning resources to demand etc

  • Taking ownership and responsibility for any service related complaints / queries

We’d love to meet someone with:  

  • Experience of managing a customer service team, ideally within a housing / property repairs environment

  • The ability to motivate a team effectively including coaching and development

  • The skills to plan and prioritise a varied workload

  • The ability to be self motivated and adaptable to change


Amongst what we offer you is: 

  • Circa £30,000

  • 28 days holiday PLUS Bank Holidays!

  • Contributory pension scheme 

  • Private health care

  • Opportunities for development and professional training

  • Discounted gym membership

  • Retail discount scheme

Please note, due to Covid19, this role will initially be based from home with the expectation to return to the office when it is safe to do so.

Successful candidate will need to complete a basic DBS application.

Closing date Sunday 20th September.

Interview date 24th and 25th September

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