Contact Centre Team Leader

Contact Centre Team Leader

Chippenham

£28,105  - £30,915 per annum – depending on skills and experience  

Contract type: Permanent 

Working hours:Full Time
 

About us

In April 2021, GreenSquare and Accord Housing Association merged to create a bigger, better, organisation. GreenSquareAccord was created in order to deliver our purpose of Building Better Lives. Building Better Lives means that we exist to provide the affordable homes and care services that enable people to achieve their full potential, without having to worry about the quality, affordability and safety of their housing and care.

As a charitable housing provider, we provide over 25,000 homes to more than 54,000 people. We deliver over 3 million hours of care to individuals every year. We have a geographical reach from the north east, to the south west of England.  And we employ around 4,000 people.

We are committed to providing great homes and care, in a great neighbourhood, with great service.
 

About the role 

Our Contact Centre has been through a period of substantial changes during the last 12 months following the completion of a transformational project and a merger to become GreenSquareAccord. As a result our Contact Centre in Chippenham has grown significantly and needs a third team leader to join our management team on a permanent full time basis. 

This role is within the Customer Service directorate, which consists of Customer Care, Voice of the Customer in addition to our Contact Centre teams. The Contact Centre is the first point of contact for all GreenSquareAccord customers using any of the contact channels we offer. You will work in our Contact Centre and be responsible for responding to a high level and diverse range of customer contact on a daily basis.

You will champion, cultivate and sustain a team environment where members feel valued and are dedicated and passionate about working together to deliver services to all our customers and stakeholders.

Please note that if you are successful in this role, we will require a DBS check to be completed. Further details will be sent following offer. 

About you 

It is essential that you have substantial experience of delivering customer service in a demanding customer facing, service orientated contact centre environment and also have excellent awareness of the diverse needs of customers, and the importance of and experience of using profile information to tailor service provision.

You will have experience of managing complex and sensitive customer queries and responding to escalated complaints and using learning outcomes to improve future performance.

You must have the ability to work independently or as part of a team applying experience and encouraging innovation and initiative to achieve successful outcomes and make customers satisfied.
 

Benefits

In support and recognition of our colleagues who will help us deliver our employer strategy, we offer a fantastic benefits package. This includes; annual holiday entitlement (plus statutory bank holidays); a defined contribution pension scheme; trust based flexible working and a Confidential Employee Assistance Programme (EAP). 

All individuals who apply to work at GreenSquareAccord are considered on their merits in line with our Diversity and Inclusion strategy and policy.

GreenSquareAccord are a Disability Confident Employer therefore we actively encourage applications from individuals with disabilities and try to provide access, adjustments, equipment or other practical support where required. All applicants with a disability who meet the ‘essential eligibility criteria’ for the role, as detailed in the job description, are guaranteed an interview.

If you need any assistance, adjustments or adaptations throughout our selection processes please let us know.