Customer Service Team Manager Maidstone, England
Southern Housing Group
Full Time
Maidstone, England
39533 GBP ANNUAL Today
Job description
Role:
Customer Service Team Manager
Advert Closing:
05/02/2023
Salary:
£39,533
Location:
Grosvenor House, Croydon/The Oasts, Maidstone Kent
Contract type:
Permanent
Hours:
35 hours per week
It is an exciting time for Southern Housing as we merge Optivo and Southern Housing Group, two companies who will be Stronger Together. Having worked with the same communities for decades, we have combined our work in our core communities to create a “big but local” organisation.
Managing over 77,000 homes, Southern Housing is dedicated to delivering excellent services and improving our resilience. We are also keen to build new homes and grow our organisation.
Our vision is to create communities where everyone has a safe home in a place where they’re proud to live. We’re big and we’re local. Residents are at the heart of our services, and we use our size to influence positive change in the areas where we operate.
Our values are at the HEART of what we do. As an employee, you will always be honest, working with integrity and respect. You will ensure you work in an efficient and responsive way. You will be accountable and will make effective decisions within your role. You will be professional and respectful and be committed to equality, diversity and inclusion, you will be a trusted and respected team member.
The Role
Do you want to feel proud every day knowing you’ve helped to make a difference to people’s lives? Are you a people-person with good customer focus and ability to successfully lead a team?
If so, you may be interested in our vacancy for a Customer Service Team Manager to join our contact centre.
Customer service is at the heart of what we do at Southern Housing. We aim to ensure every customer feels safe and supported in their home. To help us achieve this, we need people who love helping others, enjoy problem solving and are ready to go above and beyond to meet the needs of our customers.
As the Customer Service Team Manager, you will manage a team within the Customer Service Centre to deliver a consistent service to our customers. You will inspire your team by leading by example, developing team members and ensuring service levels agreements are met.
You will work alongside other Team Managers to lead a highly skilled team who resolve customer related issues. You will undertake regular audits, train colleagues, plan resource and be a go to member of the team for conflict resolution and complaint management. You will also delegate daily tasks and ensure a range of tasks are effectively managed.
The calls your team handle will vary in nature; some will be transactional queries and some calls will be of a much more sensitive nature. Customers may be upset if they have financial problems, issues with their property, or poor mental health for example, and may just need someone to talk to. Especially during the COVID-19 pandemic, some customers may feel extremely alone, vulnerable or suffering in various other ways.
Therefore, it’s important you’re confident when speaking to different customers if the calls are escalated and encourage your team to handle customer queries with empathy and understanding. Being thick-skinned and resilient to volatility will be highly advantageous.
The location
You will be based at our office in Croydon initially for the first 3 months and then the role will move to Maidstone.
What you’ll have
A role in our contact centre isn’t a role for the faint hearted. No two customers, problems, or resolution journeys are the same. Sometimes you won’t have the answers, and your team may feel the pressures of the role when things get a bit too much to handle. So we’re looking for someone who is always up for the challenge and resilient to keep going.
You should also be:
- A role model for excellent customer service
- Experienced in providing high standards of customer care
- Highly skilled to effectively mentor and lead a team to fulfil their potential
- Results orientated and focused on service delivery excellence
- IT literate with the ability to learn new systems quickly
Please be aware that due to the nature and sensitivity of this role, we aren’t able to consider applications from residents of Southern Housing Group.
Benefits in working with us
- A salary of circa £39,533 per year, depending on skills/experience
- A generous holiday entitlement, including bank holidays
- The chance to buy or sell additional leave
- £250 in vouchers as part of our colleague referral scheme
- Ongoing support for your wellbeing
- An inclusive environment where it’s OK to be you!
- Flexible benefits with some exciting options
Rest assured, that working with us will empower you to be you, with a real sense of purpose and pride in everything you do.
Should you be shortlisted for interview, you will receive a copy of the full job description to aid you in preparing for your interview.
Southern Housing Group
https://www.shgroup.org.uk/
London, United Kingdom
Alan Townshend
$100 to $500 million (USD)
1001 to 5000 Employees
Non-profit Organisation
Construction
1901
