Find More Than 10K+
United Kingdom Jobs

Job Title: CSC Night Team Leader

Contract Type: Permanent

Full time: 35 hours per week

Salary: £33,987

Working Pattern: Tuesday - Saturday 10pm - 5.30am

Location: Liverpool

For your Application to be considered please ensure you complete and attach alongside your CV a Supporting Statement detailing in a few sentences why you have applied and feel you are a suitable candidate for this role

Applications may close before the deadline, so please apply early to avoid disappointment.

Want to make a real difference to the lives of people? For over 90 years, The Riverside Group has been providing affordable housing across the UK to people as well as care for the elderly and support for those who face homelessness.

The difference you’ll make

The role holder will provide a comprehensive infrastructure of support for the delivery of operations within the Customer Service Centre. This includes management of a multidisciplinary staff team who will provide and maintain services to internal and external customers

So, who are you?

Essentially, we’re looking for someone with relevant experience in providing a business support infrastructure for the delivery of front -line services, preferably working within a customer service centre. You’ll need to demonstrate your experience of leading a team of Customer Service advisors delivering a high quality, cost effective 24-hour telephone-based service.

Enjoy the rewards

Working with us, you’ll enjoy competitive pay, 28 days holidays plus bank holidays, a wide range of benefits, flexible working and the chance to learn valuable new skills. We empower our people to do great work by investing in learning, personal development and technology.

If you’re the kind of person that wants to do a really great job and make a difference to our customers, we think you’ll love it here. Sound like a challenge you’d like to take on? Then get in touch and let’s talk about how you can help us transform lives and revitalise neighbourhoods.

We encourage applicants from all sections of the community so that we can truly reflect the neighbourhoods in which we work.

Role Profile

To provide a comprehensive infrastructure of support for the delivery of operations within the Customer Service Centre. This includes management of a multidisciplinary staff team who will provide and maintain services to internal and external customers.

Role requires you to:

• To lead a team of up to 10 Customer Service advisors delivering a high quality, cost effective 24-hour telephone based service to users of the Riverside Customer Service Centre.
• To be responsible of for the smooth running and supervision of the CSC and Helpline during core hours and out of hours.
• Develop and deliver policies for the management of the CSC that reflect the differences to the core business
• Helpline is Riverside’s Alarm Monitoring Centre based within the CSC. Team Leaders are expected to maintain a working knowledge of Helpline in order to handle queries in the absence of the full time Helpline Team Leader. This includes operational policies, call handling procedures, liaising with the TSA and other partners, business development, coaching & training, Helpline rotas and complaints handling.
• Carry out regular work reviews with team members. Set clear objectives to maximise potential in each team member.
• Improve and develop team performance by coaching, training and providing support in line with Investors in People standards.
• Manage each individual’s performance and attendance within HR guidelines
• Monitor staff attendance and take appropriate action where necessary including holding disciplinary meetings.
• Regularly review call patterns to ensure the CSC is sufficiently resourced to meet expected customer demand.
• Anticipate the impact of things such as the weather, group and external initiatives and any internal changes and staff accordingly whilst working within a budget.
• Identify staffing requirements and use the most appropriate method of recruitment.
• Prepare and plan assessment dates for potential candidates and facilitate and participate in the selection process.
• Liaise with colleagues in divisions, external agencies and partners such as repairs contractors to disseminate good practice, maintain positive working relationships and identify potential areas for action and improvement.
• Attend divisional management meetings to discuss and procedural changes and the impact on the CSC and to continually build relationships and an understanding of each other’s roles.
• Manage the relationship and contract between the CSC and external customers. Visit each customer at least once per year to discuss KPI’s and customer satisfaction.
• Prepare invoices for each individual contract and manage payment schedules. Manage day to day enquiries and updates to ensure the CSC are providing the best service possible.
• Organise meetings with tenants and residents to obtain feedback on service delivery and identify areas for improvement.
• Prepare information for tenant’s surveys and collate responses, feedback plan to improve and measure impact.

Other Duties

• Ensure that the CSC is prepared and able to deal with different contact medias.
• Monitor each different method and ensure that the department is resourced adequately and trained to a high standard.
• To be involved in Group wide projects such as ASB, Lettings, CRM, income management etc.
• Play a pivotal role reviewing current process and making recommendations for the best possible outcome for the customer.
• Take part in the procurement of contractors across divisions.
• Handle more complex enquiries and support advisors in resolving issues where intervention at a more senior level is necessary.
• Manage change that is happening across the group with minimum disruption to the CSC. Work with new subsidiaries by preparing an action plan and giving advice on what is required of them as a new division to Riverside and ensure their smooth transition into the group. Act as a first point of contact for them for any queries about service delivery.
• React to any initiatives internally and externally such as Welfare Reform to ensure the CSC team are briefed and trained to handle all enquiries.
• Support the Senior Management Team in the development and implementation of Riverside Initiatives within the CSC.
• Continuous assessment of working practices to ensure best value for tenants and Riverside.

Knowledge, Skills and Experience

Essential

• Relevant experience in providing a business support infrastructure for the delivery of front line services, preferably working within a customer service centre.
• Trustworthy and confidential in all matters and acts to influence and win over others rather than use authority.
• Responds positively to requests for information and willingly co-operates.
• Able to work cross functionally with other teams to discuss issues and actively makes time to listen to others, respecting their views and needs