Customer Service Team Leader

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Location: Telford – travel to our Stafford Contact Centre will be required

Hours:36 hours per week. The contact centre operates between 08:00 and 20:00, seven days a week

Contract:Permanent

We're looking for an experienced and passionate Customer Service Team Leader to join our team. This is an exciting opportunity to lead a high-performing customer service function, ensuring customers receive an exceptional experience at every interaction.

In this role, you'll be responsible for managing a team of Customer Resolution Officers and Receptionists, driving service excellence, coaching and developing colleagues, and ensuring customer enquiries and complaints are resolved efficiently and effectively.

Asa Customer Service Team Leader, you will:

• Leadand motivate a team of Customer Resolution Officers and Receptionists to deliver high-quality customer service at the first point of contact.
• Overseethe delivery of the Same Day Repairs Service, ensuring resources are effectively utilised to maximise customer satisfaction.
• Drive continuous improvement through the Quality Framework, supporting the development and coaching of team members to achieve service excellence.
• Ensure customer communications are responded to effectively within agreed service standards across telephone, email, live chat and social media channels.
• Manage customer complaints in line with the Complaint Handling Code, ensuring timely and effective resolution while identifying opportunities for service improvement.
• Monitor service performance against key performance indicators (KPIs), embedding a strong performance culture and delivering positive customer outcomes.
• Identify service failures and work collaboratively with colleagues to implement effective solutions and improve the customer experience.

You’ll be someone who is passionate about customer service and enjoys developing and leading others. You’ll also have:

• Experience working within a customer service environment or contact centre.
• Previous experience leading, coaching or supporting a team.
• The ability to thrive in a fast-paced environment and make effective decisions.
• Excellent communication and relationship-building skills.
• Strong organisational skills with the ability to prioritise workloads and meet deadlines.
• A positive, solution-focused approach to problem-solving.
• A commitment to delivering outstanding customer experiences and continuous service improvement.

• A comprehensive induction programme with excellent learning opportunities; with mandatory and specialist training available.
• We can offer 25 days holiday (increasing with each year of service, up to a maximum of 30 days).
• We also offer the option to join our contributory pension scheme.
• access to a dedicated Employee Healthcare Portal
• eye care vouchers
• a cycle to work scheme.

Please see our HPG Benefits page for more information.

We’re one of the West Midlands’ largest housing and care providers, with over 33,000 homes and a bold vision for the future. We create places people are proud to call home.

The way we work is shaped by three simple behaviours:

• Own it – make it happen
• Improve it - move things forward.
• Live it – show understanding and compassion

We’re building something special and need talented people to help lead the way. There’s never been a better time to join us and make a real difference.

The Housing Plus Group is an inclusive employer committed to supporting all employees. We know that people perform better when they can be themselves, so creating a culture which is inclusiveisn’t only the right thing to do, but is crucial to the success of any organisation. All of our employee networks make a positive contribution to how we are able to support all of our staff and includes networks such as our LGBTQ+ employee group, disability positive, heritage and culture and our allies’ network.