Customer Experience Team Manager

# Customer Experience Team Manager## Job Introduction At Yorkshire Housing, we're all about creating trust, being curious, making things happen, achieving impact, and having fun! We're on a mission to provide outstanding customer service, and we need a dynamic and motivated leader to join our Customer Experience team.

We’re on the lookout for a
** Team Manager
** to join our Customer Experience leadership team on an
** 6 month fixed term
** contract to oversee the delivery of a high-quality service to our customers.

Leading the beating heart of Yorkshire Housing, you’ll be responsible for the day to day running of our Customer Experience Centre, ensuring all colleagues have the correct support and guidance needed to provide fabulous customer service.
*
* About the role:

** Your primary responsibility will be to lead and inspire a team of Advisors and Experts, ensuring they deliver exceptional service across both voice and digital channels. You'll set clear expectations, provide coaching and development, and foster a culture of inclusion and continuous improvement. Your goal will be to create a motivated, high-performing team that takes pride in their work and always puts the customer first.

You'll also play a crucial role in handling customer complaints and operational issues, ensuring a seamless and efficient customer journey. By promoting the use of digital channels and self-service options, you'll help us enhance our customer experience and streamline our processes. Additionally, you'll develop and maintain strategic relationships with stakeholders, promoting a positive profile of Yorkshire Housing and identifying opportunities for service development and improvement.

Want to know more? There’s lots of more useful information you can find in the
** Role Profile attached!
**** How does this role fit into the bigger YH-picture?
** Our Customer Experience Team Manager’s plays a crucial role in ensuring that customers receive exceptional service, which is a key part of making homes places where people can truly thrive. By leading a team that delivers exceptional customer service, you'll help to create trust, drive continuous improvement, and make a real impact on the lives of customers.

One of our big priorities is being customer obsessed. This means improving the experience for both customers and colleagues. As a Customer Experience Team Manager, you'll be at the forefront of this priority, ensuring that your team delivers a seamless and high-quality customer journey.

Our Customer Experience Centre operates between the hours of 8am and 6pm so you’d work on shift patterns (3 week rotating shift pattern 8-4, 9-5, 10-6) with the other Team Managers to best support the service and ensure appropriate cover. You'll also be responsible for promoting digital channels and self-service options, which aligns with our goal of being pre-emptive and innovative in our approach to customer service.
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* What we're looking for:

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* ** Leadership:
** Proven experience leading a team in a call centre setting. You should be able to inspire, motivate, and develop your team to achieve high performance.
* ** Coaching and development:
** Ability to coach and develop team members, helping them improve their skills and performance. You'll need to foster a positive coaching culture.
* ** Communication:
** Excellent communication and interpersonal skills are essential. You'll need to effectively communicate with your team, stakeholders, and customers.
* ** Problem-solving:
** Confidence and ability to handle difficult situations, conflicts, and complaints positively and efficiently.
* ** Analytical skills:
** Experience using performance management data to identify coaching opportunities and improve customer experience.
* ** Flexibility:
** You'll need to adapt to changing circumstances and work environments, based in Yorkshire you’ll be around to support our colleagues and engage in coworking events – putting faces to names!
* ** IT whizz:
** Knowledge of call centre software, resource planning tools, and self-service systems. Comprehensive IT experience, especially with MS products.
* ** Growth mindset:
** Demonstrate a growth mindset and the…