WHAT WE NEED FROM YOU.

• GCSEs (or equivalent) in Maths & English
• Experience successfully managing, leading, developing and coaching a team whilst achieving service targets
• Good level of IT skills, including Microsoft Office packages
• Experience working within a call/service centre environment, ideally in social housing
• Knowledge of scheduling software and other database applications and experience in writing and presenting statistics and reports.
• NVQ Level 3 in Customer Service is desirable

• Develop personal and team performance
• Provide coaching and guidance
• Maximise first point of contact resolution to achieve excellence in service delivery to all customers
• Ensure KPI/SLAs are met through effective management of the team
• Continuous review and improvement of our service and providing direction for a team of advisors
• Support and deputise for the Customer Experience Team Manager
• Arrange and provide induction and training
• Support the Team leaders and coordinate recruitment for new vacancies
• Manage training schedules for the team