Customer Hub – Team Leader
Johnnie Johnson Housing (JJH) is a not-for-profit housing association dedicated to offering quality homes for independent living. Our vision is simple, it is focused on “Living Longer, Living Better”. We want to help our residents age well, live independently and maintain their quality of life for as long as possible.
It’s an exciting time to join us as we move forward towards achieving our aim of becoming the 'Market Maker' in Independent Living. We embrace a ‘One Team’ ethos and employ people who are pioneering and who strive to be outstanding in their role. In return, we empower them to be the very best that they can be. As a result, we can continue to ensure our customers remain at the very heart of everything we do.
About the Role…
Joining us as a Customer Hub Expert, you will provide operational management to the Hub Customer Services and Allocations Admin teams, ensuring daily tasks are carried out to a high standard and striving to make the business ‘Outstanding’ whilst incorporating LEAN principles.
Providing a ‘One Team’ collaborative approach to all aspects of the Hub Service Offer, you will effectively lead the Hub Customer Services and Allocations Administration team, including carrying out regular check-ins, performance and absence management and overseeing escalated actions where necessary. Coaching, guiding and developing team members to enhance overall performance and service delivery, you will establish a supportive, fair and open culture and identify any training needs; holding regular ‘huddles’ and team meetings to ensure effective communication and productivity within the teams.
What we’re looking for…
With experience of leading teams to achieve results and deliver outstanding customer services and administrative support, candidates should have a background in leading customer support teams in an omni-channel, first contact resolution environment and of managing, enabling and supporting change management processes.
Able to motivate, coach and develop colleagues to continuously deliver results, you must be capable of diffusing difficult situations or challenging behaviour in a positive way and of influencing and encouraging customers to access services digitally. Any knowledge of key housing management functions, with particular focus on repairs and allocations would be beneficial but is not essential.
Closing date for applications: Friday 14th June.
This is a Blue Octopus Recruitment Ltd vacancy who are operating as an employment agency. Once you have clicked to apply for this vacancy, we will then send you more information on the role including a copy of the application form via email.