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Thatcham

    Customer Support Team Manager - Thatcham, United Kingdom - Sovereign Housing Association

    Sovereign Housing Association
    Sovereign Housing Association Thatcham, United Kingdom

    1 week ago

    Default job background
    Permanent
    Description

    The Role

    Your role will be to inspire, lead, and motivate a dedicated team of circa 8 Customer Support Advisors. Your role will be pivotal in ensuring the delivery of consistent, high-quality service across all channels, embodying our commitment to 'right first time' outcomes and customer satisfaction

    Key responsibilities:

  • Contribute to the overall annual budget setting process and any devolved budget.
  • Drive continuous improvements to streamline processes/ways of working
  • Monitor performance in real time of your team, ensuring they both individually and collectively achieve agreed service and quality levels
  • Recognise and reward great performance and values examples, as well as managing underperformance and absence
  • Contribute to embedding digital channels, focussing on streamlining processes to make it easier for customers

    • Knowledge and skills:

  • Proven experience in leading and managing dynamic Customer Support teams
  • Strong communication, active listening, and decision-making skills
  • Evidence of excellent customer service achievements
  • Demonstrated excellence in customer service and stakeholder management
  • Ability to recruit, nurture, and develop professional teams to deliver impactful customer strategies
  • Knowledge of data management processes and industry standards
  • Commitment to personal and professional development

    • Interviews will be held week commencing the 8th July.

    What you'll get from us

    We have some fantastic benefits on offer at SNG, including:

  • £ flex-pot annually, discounted shopping & cycling scheme
  • 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
  • Company pension scheme matched up to 12%, life cover at 4x your salary
  • Flexible working - we're committed to giving people flexibility as widely as possible
  • Options for private medical insurance, dental insurance & critical illness cover

    • At Sovereign Network Group, we are passionate about inclusion for all and creating a workplace where everyone can thrive. We are committed to our Equality Diversity and Inclusion strategy and believe that you can truly be yourself at Sovereign. Take a look at our to learn more about us and our values.

    This is a great opportunity to join the team as we progress through an exciting period of change. What we do makes a real difference to people's lives and by joining us you can share the satisfaction of doing something that really matters.

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