Customer Centre Team Leader
Croydon is a diverse borough with 13,400 social housing homes. Our vision is to create great homes, places, and communities to enhance life opportunities. As part of our vision to transform housing services, we have created a new dedicated housing customer contact centre to be one of the friendly and helpful entry points for our customers. The contact centre is part of our commitment to delivering a responsive and accessible repairs service. This makes this an exciting opportunity to make a real difference to the lives of our residents and local communities.
As a Team Leader, you will lead a team of Customer Service Advisors who are the first point of contact for customers with a variety of housing-related enquiries, particularly repairs. You will provide first-time resolutions and coach your team to take ownership of the customer journey, resolve customer complaints, and develop procedures to enhance overall productivity and management of the contact centre.
The Role
You will be responsible for the customer journey from first point of contact and be focused on improving customer satisfaction. You will monitor service performance on an ongoing basis and deploy resources to deal with peak demands.
You will support Advisors with complex or challenging enquiries from residents, through coaching or direct interventions.
You will play a crucial role in developing the capability of Advisors through coaching and training interventions.
Use management information, including customer feedback, to target aspects of service improvement from remedial action.
Ensure all KPIs are achieved and plan the milestones to meet these.
Identify any needs for development/improvement through monitoring performance using data analysis, observation, and quality trends.
Motivate the team to deliver excellent customer service.
Coach the team to address challenges and respond to the diversity of our customer needs with respect and a can-do attitude.
About You
You will have experience and enjoy working in a vibrant, fast-paced customer service contact centre.
Have strong interpersonal and leadership skills to enable you to get the most from your Customer Advisors, motivating them to be the best they can.
Have a passion for customer service and a commitment to making a difference to the residents of Croydon.
Strong organisational, planning, and analytical skills.
What we offer
We are passionate about our staff, and in return, we will provide a rewarding career with a commitment to investing in you. We offer a generous pay and benefits package including generous annual leave entitlement up to 31 days (eligibility criteria applies), access to the Local Government Pension scheme, and more.
If you want to be part of a new team that takes pride in delivering excellent customer service and believe you have the skills and experience to be successful in this role, we would love to hear from you.
Full time 36 Hours
Closing date: 6 January 2025 @ 11:59pm
Interview and assessment date week commencing: 15th January 2025
Equal Opportunities and Safeguarding Statement
Croydon Council is an inclusive employer and welcomes applications from all sections of the community. Subject to business needs, we will be pleased to consider applications from candidates seeking flexible working arrangements and support hybrid working, whereby staff attend the workplace for part of their working week and work from home, or elsewhere, remotely for the rest of the time.
As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the advertised role.
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