Contact Centre Team Leader

GreenSquare Group
Chippenham, Wiltshire
£27,015 - £29,716
05 Jun 2019
18 Jun 2019
Contract Type
Full Time

Contact Centre Team Leader
£27,015 - £29,716
Permanent, 37 hours per week

Passionate about great places to live, GreenSquare Group develops a range of new homes – for rent, shared ownership, and sale – and provides housing management, care and support, and commercial property services.

We have an exciting opportunity for an experienced Contact Centre Team Leader to join our customer service team in Chippenham.

On a daily basis you will ensure the delivery of tailored, right first time, first point of contact, value for money services to all internal and external GreenSquare customers. You will be responsible for efficient management and leadership of a team of customer service officers working in our contact centre.

Your key duties will be to proactively recruit, induct, lead, performance manage and appraise the Customer Service Officers in accordance with group policy and procedure. Effectively coaching, training, supporting and motivating them in all aspects of their work and personal development ensuring they have the skills and ability they need to perform their roles.

Furthermore you will review, revise and improve customer service and contact centre processes, procedures and guidelines. This will also include updating schedules, plans and operational guides to reflect changes and new working practices. Identifying and referring service improvement opportunities to the Service Improvement Officers you will also work in collaboration to transform service provision and increase customer satisfaction.

The successful candidate will possess a minimum of 5 GCSEs at C grade or above plus further study or skills to the equivalent ability level. Substantial experience of delivering customer service in a demanding customer facing, service orientated contact centre environment as well as the ability to interpret and use data from contact centre business systems to manage, report and improve performance is also required.

Knowledge of working in stressful environments and diffusing, mediating and calming situations and being able to deal with emotional, difficult or distressed people is essential.

Due to the nature of the role you must have the ability to work flexibly over a range of shifts and hours and be able to attend meetings and events out of hours and travel to and between different locations.