Hybrid, mixture of Home and our Bournemouth Hub
Are you the kind of dynamic leader who thrives on motivating, developing, and managing people in a challenging, fast-paced and rewarding customer service environment? Are you passionate about delivering excellent customer services? Are you ready to bring your proven track record into enhancing an established multi-channel customer service centre? If this sounds like you, we're eager to connect! Your next adventure awaits.
About the Role
As a Team Manager, you'll be at the heart of our Customer Service Centre, driving seamless operations, nurturing a vibrant workplace, and exceeding departmental and business objectives. Your mission is to guide and empower a team of exceptional customer service advisors, championing our Customer Promise and elevating service standards. Your dynamic leadership will be instrumental in seamlessly incorporating our new cutting-edge multi-channel solution into our contact centre, creating an exciting environment of growth and innovation.
Key Responsibilities:
- Lead, coach, and mentor a team of customer service advisors.
- Set clear performance expectations and provide regular feedback and performance evaluations.
- Monitor team performance metrics, identify areas for improvement, and implement action plans to achieve targets.
- Handle escalated customer issues and ensure timely resolution.
- Collaborate with other departments to improve processes and enhance the customer experience.
- Foster a positive and inclusive team culture that promotes employee engagement and growth.
- Work with our Improvement Coaches to identify, develop and implement training programs to enhance team members' skills and knowledge.
- Stay up-to-date with industry trends and best practices to drive continuous improvement.
This role includes shift work covering opening hours of 8am - 8pm Monday to Friday and 9am - 1pm on a Saturday.
In addition, there is a requirement to support as a point of contact for potential out of hours escalations. This is on a rotational basis and receives an additional payment for when cover is provided.
The ideal candidates will:
- Have proven experience in a managerial role, preferably in a customer service environment.
- Have demonstrable history of managing various customer service channels such as web chat, email, social media and telephone.
- Have strong leadership and coaching skills with the ability to motivate and inspire a team.
- Have exceptional communication and interpersonal skills.
- Have an analytical mind-set with the ability to use data to make informed decisions.
- Have a customer-focused attitude and a commitment to delivering exceptional service.
- Be proficient in using customer service software and tools.
- Be able to thrive in a fast-paced, dynamic environment.
- Have a qualification in Business, Management or a related field (desirable).
About Us:
Stonewater is one of the Top 25 Housing Associations in the UK, as well as one of the Top 100 Large Organisations in the South East and the Midlands?
Here at Stonewater, our social purpose is at the heart of everything we do, for everyone to have the opportunity to have a place that they can call home. We are an organisation which continues to grow, in an industry that is in high demand. We currently manage about 39,000 homes in England for over 82,000 customers including general rent, shared ownership and new builds. We also offer incredibly important specialist services including retirement and supported living schemes, domestic abuse refuges, a dedicated LGBTQ+ safe space, and young people's foyers.
Stonewater is an exceptional place to work, and we aim to keep our colleagues engaged, developed and equipped. What some of our colleagues say; 'They're an amazing bunch, doing amazing things!', 'I love the flexibility and feeling connected to the team', 'I am proud to say I am surrounded by amazing colleagues who only ever want to their best and deliver on our promise'.
Why Join Stonewater?
At Stonewater, we offer a great benefits package which includes a competitive salary, hybrid working, onboard support, career development and progression opportunities, up to £10k interest-free loan for home work spaces, a specialist shared-ownership product helping you into your own home, a retirement savings plan - up to 7% matched contribution rate, Life assurance - 3.5x contractual pay, 24/7 access to a totally confidential counselling helpline, Healthcare cash plan, accrued holiday plus access to deals and discounts on shopping, travel, optical etc. and much more!
Appointment to this role will be subject to satisfactory references and possession of a valid Right to Work document.
Stonewater reserve the right to bring the closing date forward should enough quality applications be received prior to the current closing date.