Customer Contact Team Leader
£37,620 per annum
Milton Keynes
Permanent, Full Time
Are you passionate about leading a team to deliver exceptional customer service? We're looking for a dynamic and driven Customer Contact Team Leader to oversee the day-to-day management of our Customer Contact team. In this role, you'll be responsible for ensuring that our customers receive a first-class service across a range of channels, making a real difference in their experience with us.
What you'll be doing
- Lead and inspire the Customer Contact team to provide excellent service to both external and internal customers at the first point of contact.
- Recruit, train, and develop new team members to help them reach their full potential.
- Work closely with our Repairs Hub Manager who is responsible for our Repairs Hub, overseeing the end-to-end customer journey for responsive repairs delivered by our Internal Repairs team.
- Ensure staffing levels and availability consistently meet customer service needs.
- Ensure Lead Customer Contact Advisors manage their direct reports consistently and effectively.
- Review and improve training plans and materials developed by the Lead Customer Contact Advisor (Training).
- Support the Customer Experience Manager in identifying operational risks and areas for improvement.
- Monitor customer demand and prioritise resources accordingly.
- Identify and drive service improvements in collaboration with relevant colleagues.
- Monitor service quality through call monitoring and accuracy checks.
- Collaborate with the Customer Experience Manager and IT to develop and implement new technologies.
- Participate in projects aimed at enhancing our service delivery.
- Set SMART objectives for the team to drive performance.
- Ensure the accurate and timely processing of orders and financial completions for all works completed by our Internal Repairs team.
What we're looking for
- Proven management experience.
- Experience in a customer-facing role.
- Experience in planning and organising work for a team.
- A track record of delivering outstanding customer-focused service.
- Strong ability to motivate and lead a team.
- Ability to collaborate effectively with both internal and external stakeholders.
- Excellent attention to detail.
- Resilience and the ability to stay composed under pressure.
- Strong, effective communication skills.
Perks of working at Grand Union
- Annual leave of 25 days, rising to 30 days after 5 years of service
- Generous pension scheme - employer contribution up to 10%.
- Extra day's leave for no sickness absence in the financial year.
- Christmas week off (no need to use your annual leave allowance!)
- Opportunity to buy/sell annual leave.
- Enhanced maternity, paternity, and adoption leave.
- Paid emergency and compassionate leave.
- Life assurance (2x salary).
- Generous sick pay.
- Free annual flu jabs.
- Paid qualification.
- Plus more - check out the full list of benefits in the attached document!
If you're ready to take on a challenging and rewarding role where you can lead a team to success and ensure our customers receive the best service possible, we'd love to hear from you! Apply now and join us in delivering excellence every day.
Important information
We do not provide visa sponsorship; you must be eligible to work in the UK. You must reside in the UK for the duration of your employment and provide Right to Work evidence.
We reserve the right to close the vacancy early in response to an overwhelming number of applications or a change in business priorities.
Closing: 10 September
Phone screening: 16 September
Interviews: 19 September
Our company
At Grand Union, we know that what we do matters. We build more homes, stronger communities and better lives.
We've been in business for over 25 years and provide 12,500 homes for more than 27,000 people across Bedfordshire, Buckinghamshire, Northamptonshire and Hertfordshire. We're an £86 million turnover social business with 400 staff.
Our mission is more homes, stronger communities, better lives. We build affordable homes, provide personal support, and help people to learn, work and be healthy.
We're a financially stable and innovative not-for-profit organisation that believes in partnership and collaboration. We plan to build 1,959 more new homes in the coming years to play our part in ending the housing crisis.