Customer Services Team Leader - Accrington, United Kingdom - Onward Homes

Onward Homes

Verified Company

Accrington, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Customer Services Team Leader

Full Time Salary
- £33,950

Employment Type

Full time

Hours Per Week

35 Hours

Region

Lancashire

Location

The Globe Centre, Accrington, BB5 0FL

Contract Type

Permanent

Job Type

Customer Services

Closing Date

17/02/2023

Ref No

1777

Customer Services Team Leader
We are looking for a Customer Services Team Leader
- (2 post) to join our Customer Services team.

This role will be based at our Accrington office.
_ _Our hours of operation are Monday to Friday 8am - 8pm.

Full time colleagues work 35 hours per week across the opening hours on a shift rotation basis.

This role will be based at an office location and will predominately work from that office, although some travel to other offices/sites may be required.

Reporting to the Contact Centre Performance & Planning Manager, you will lead, support and develop your team to succeed in a high performing and forward thinking 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 and support to a team of Customer Service Specialists, managing resources through planning and scheduling daily activities to ensure agreed performance indicators are achieved resulting an excellent customer experience.

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 to agreed levels.

You will proactively coach Customer Service Specialists to develop and deliver key learning and you will maximising the use of technology, to drive continuous improvement and proactively identify and remove any blockages to successful 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.

What are we looking for?

We are looking for people who have experience of working in a customer service, contact centre based environment, who can manage multi channel contacts efficiently using a wide range of ICT packages.

You must be able to manage a varied workload whilst achieving priorities and objectives. Excellent communication and listening skills are essential in order to deliver a high quality service.

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.

What you can expect from us

We offer a competitive salary, a generous annual leave entitlement of 31 days plus bank holidays and a pension scheme with employer matched contributions of up to 10%.

Your wellbeing matters to us, and we offer a health cash plan where you can claim back money for health care, access to a GP service and an employee assistance programme, along with access to discounts for you and your family to enjoy outside of work.

We are passionate about our people, enabling their development, with learning opportunities to progress both personally and professionally. This includes access to volunteer in our local communities or learn a new skill outside of work.

About Onward

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 500 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.

**Please note that we reserve the right to close the vacancy early prior to the closing date.