Team Leader – Customer Hub Team

at  Torus Group

THIS IS AN IMPORTANT ROLE IN WHICH YOU WILL NEED:

• Provide day-to-day support to Customer Advisors in relation to the delivery of Customer Hub quality standards and adherence to policy and procedures.
• Delivery of KPI’s for the Customer Hub and effective planning and deployment of resources.
• Identification of service failure or improvement and working with partners to seek resolution.
• The role is to support the Lead Officer for the development of the Housing Management System relating to CRM/Contact Management.
• To support the Lead Officer for the deployment of the Resource Planning system via the QMAX platform.
• To ensure high performing, quality services are provided in the Customer Hub area across the Heartlands.
• To support the Senior Team Leaders and be the first point of contact for the Out of Hours Service for Customer Hub related matters.
• To deputise for the Senior Team Leader and provide supervision and leadership to advisors.
• To assist the Senior Team Leader to develop policies and procedures to guide the work of the teams, ensuring they are compliant with relevant company procedures and policy
• To manage, motivate and develop teams to enable provision of high-quality services
• To achieve continuous service improvement and maintain a performance management culture with the teams.
• Support the delivery of value for money services, providing cost-effective, efficient, quality services to meet existing and potential customers’ needs.

TO BE SUCCESSFUL IN THIS ROLE YOU WILL:

• Have previous management experience.
• Have a real passion for delivering an impeccable standard of customer care.
• Have a keen eye for detail and enjoy resolving complex issues in a fast-paced environment.
• Need to demonstrate a fully committed attitude in resolving often complex customer queries fluently and efficiently.
  Short-listed applicants will be invited to attend an interview and coaching exercise at our St Helens Office to demonstrate their suitability for the role.