Customer Experience Team Leader

The Vacancy

We're [Employer hidden — sign up to reveal]! We offer a vibrant, friendly, inclusive culture that supports, develops and attracts the best people! Our Customer Experience team is vibrant, hardworking, and committed to providing excellent customer experiences. We're looking for a Customer Experience Team Leader to join our team! Contractually based out of our Basingstoke office, this is a 9-month fixed term contract position working 37 hours a week with the flexibility of a mix of home and office working. The contact centre is open from 8.30am-5pm (Mon-Thurs) 8:30am-4.30pm (Fri) with the management team covering these opening hours. During the induction period you will largely be office based, at our contact centre in our Basingstoke office. Once you understand the role, your team and your responsibilities, we can then offer hybrid working. This is likely to be 2-3 office days a week with flexibility for more according to business needs.

Want to know what we can offer you?

• 26 days holiday (plus bank holidays) pro rata, with the opportunity to buy or sell annual leave
• A productivity-related bonus scheme to enhance your take-home
• A generous contributory pension of 6%. We'll match employee contributions between 7% and 10%
• Private medical insurance
• Health care cash plan called Medicash
• Enhanced pay for maternity, paternity, adoption and shared parental leave
• Access to counselling, legal and financial information
• Electric car scheme
• Huge variety of in-house & e-learning courses and a range of coaching and mentoring programmes

Here's the facts about the role:

As one of our Customer Experience Team Leaders you'll be responsible for the line management of our advisers within in the customer experience contact centre. You'll play a key part in driving a high performing customer centric culture in the team, managing & developing a multi-skilled team who will deal with the majority of customer enquiries at first point of contact. In this role you'll take ownership for the relationships with our asset, fire safety and customer influence teams to ensure that advisers are appropriately skilled to achieve agreed targets, forming strong working relationships to ensure seamless service delivery for our customers. With a focus on continuous improvement, you'll be the lead for digital communication in the department. As the successful candidate you'll have experience in a fast-paced contact centre environment and a background in service delivery in a customer centric business. You'll also have supervisory/managerial experience within a housing related setting. You'll have strong communication skills and leadership skills, with the ability to collaborate and communicate with a range of internal and external stakeholders and lead your team. Your drive to succeed, your ability to motivate others, and your commitment to delivering an outstanding customer experience are vital!

First stage interviews will take place 26 May via Teams. Second stage interviews will take place 29 May F2F (subject to change).

The Company

We're a leading provider of affordable homes and extensive support services in the south of England. We believe that everyone has the right to a safe and secure place to call home, and from the moment customers move into their [Employer hidden — sign up to reveal] home we're here to help with that and more. Our customers have access to a wide range of tailored advice to sustain their tenancies and look after their wellbeing. We invest in our homes and communities for the long-term, and this means in the quality, safety and energy efficiency of existing homes and neighbourhoods, with a firm focus on improving services so they're easy to use and access by our customers. We're addressing the shortage of affordable housing in the south, building the right type of homes to meet the needs of our local communities. We're the sixth largest developer of new homes amongst housing associations in England, having built over 1,500 last year. This is summed up in our vision “More homes, bright futures”.

Living [Employer hidden]

As a ‘people’ business, we work hard to create a high-performing and fun working environment. We invest in our people’s development, whilst looking after their wellbeing with our award-winning initiatives. Benefits include buy/sell annual leave, pension scheme, smart working, private medical/medicash, enhanced paternity/maternity leave, qualification funding support, and electric car scheme.

We're committed to diversity and inclusion, and want people from all walks of life to apply for our vacancies. We're a disability confident leader with disabled-friendly offices and we'll make reasonable adjustments throughout the recruitment process to help you; please note your needs on your application form. If you need additional support with your application, please get in touch with us on [contact hidden] or email [Employer hidden — sign up to reveal]. We'll be happy to help.

Documents

Downloadable documents are available on the original posting page.