Customer Services Team Leader

BB5 0FL, Accrington
Salary | (£29,000 - £30,500)
29 Jan 2019
26 Feb 2019
Ref No | 798
Contract Type

Customer Services Team Leader


Salary | (£29,000 - £30,500)

Full time | 35 Hours Per Week, working flexibly across opening hours of 8am - 7pm 

Region | Lancashire

Location | The Globe Centre, Accrington, BB5 0FL

Contract Type | Permanent

Job Type | Customer Services 

Closing Date | 10/02/2019 

Ref No | 798


The Client

Onward Homes is one of the largest registered provider of social housing, based solely in the North West of England.

In April 2017, we brought the Group together under the Onward brand to signal our intention to increase our impact and to make a greater contribution to the communities and customers we serve.  We are delivering a major transformation change programme, in the way in which we deliver services and how we are structured as a business.

The Role

As part of a continued focus on developing and shaping our customer services and supporting our wider operations, we are looking for a Customer Service Team Leader (1 post) to join our Operations Team in Accrington. 

Reporting to the Contact Centre Manager, you will support in developing, leading and managing a high performing, sector leading customer contact and support service centre, providing direct customer service through a variety of existing and new contact channels to both internal and external customers.

You will provide line management and leadership to a team, managing resources to ensure objectives are achieved. You will be responsible for Contact Centre resource management including planning, scheduling and agreeing daily activities to ensure agreed performance indicators are achieved and the customer experience in accessing the service is excellent. Collaboratively, you will prepare short, medium and longer term forecast plans and ensure all training and scheduling is delivered to support and maintain the customer experience at agreed levels.

You will conduct monthly contact evaluations against agreed standards for all Customer Service Specialists developing and delivering key learning and coaching interventions where under-performance or knowledge gaps are identified. You will maximise the use of technology, to drive continuous improvement and proactively identify and manage any blockages that hinder the team’s ability, to deliver high levels of customer service and performance. You will ensure income collection is embedded as a key part of the team’s service offer, contributing to overall agreed performance targets and supporting the viability of the organisation.

About You

To be successful, it is essential you have significant experience leading and developing people to high performance and also, working in fast paced customer contact environments. You will have the ability to plan, organise and prioritise individual workload to meet agreed deadlines. It is essential you have excellent interpersonal skills with the ability to communicate at all levels. 

Additional Information

The Contact Centre opening hours are Monday to Friday 8.00am - 7.00pm and the successful candidates will be required to work flexibly with the wider Team Leader population to ensure cover is provided and frontline colleagues are supported.

Interviews to be held on Thursday 14th and Friday 15th February.

How to Apply

Click the apply button and follow the instructions.

You will be directed to Onward’s career page where you will be required to complete an application form.