Job Description

We are a values-led, charitable organisation that provides more than 60,000 people in Sunderland with a place they can call home. We have a clear vision and a social purpose. We believe that everyone has the right to live in a good quality home that they can afford. We invest millions of ponds every year to keep our existing homes safe and descent. We also play our part in helping to deal with the UK housing crisis by building hundreds of new, modern homes to rent in Sunderland. We'd love for you to join us achieve our vision.

Salary :

32,976.00

:

Due to an internal secondment, we have a great opportunity for an experienced Contact Centre Team Leader to join Gentoo's Planning and Business Services Team (Property ) on a fixed-term basis from June 25 - December 25 . Based at our fast-paced contact centre at Doxford Park, Sunderland where our Customer Support Assistants handled over 200,00 calls last year.


We are on a journey to enhance our ways of working and improve customer service processes, and we are looking for a motivated, innovative, and process-focused individual to play a key role in supporting our Customer Support teams . As a Contact Centre Team Leader, you will ensure the smooth delivery customer support services , effective queue management , and maximum team productivity .

Working Hours:

Monday - Thursday (08:30 - 17:00), Friday (08:30 - 12:30), with flexibility for potential weekend shifts.


Interviews for this position will take place start of June 25, with a start date within the same month where possible.

The role is subject to a DBS check paid for by Gentoo

The Contact Centre Team Leader will be responsible for:

Owning and managing teams end to end-to-end processes ensuring up to date, documented, well-communicated, followed, and reviewed as needed.


Collaborating with other subject matter experts within the Compliance, Repairs and Voids team to improve our ways of working and improving our customer service.


Ensuring resources are effectively managed to facilitate the delivery of front-line customer support services, managing call queues and maximising the productivity and effectiveness of the Customer Support team.


Completing regular people management activities - monthly team meetings, 121s, annual PDP process, sickness and performance management, recruitment and selection.


Assisting colleagues to achieve personal and business objectives, effectively managing performance issues as they arise.


Ensuring all staff are aware of and adhere to the Group's policies and procedures including landlord compliance obligations driving a compliant mindset.


Identifying service and process improvements and training needs through call and KPI monitoring.


Formulating and delivering training and development plans based on 121's and service testing feedback, ensuring a high-quality customer-first service.


Demonstrate ownership, accountability, and responsibility for customer issues.


Ensure consistent delivery of key performance indicators, identifying areas for improvement and implementing actions to address any slippage in expected performance.

What we are looking for:

Experience working in a performance-driven, fast-paced customer-focused contact centre environment is essential.


Proven experience of working collaboratively and building positive working relationships across all levels, internally and externally.


People management experience.


Experience in running team meetings, 121s, sickness review meetings and annual appraisals.


Demonstrable experience leading and engaging a team as well as having difficult conversations.

Skills and Knowledge

Highly developed communication and listening skills, with proven experience and ability to build rapport quickly with colleagues, customers and stakeholders.


Demonstrable organisational skills with the ability to plan, prioritise workload and meet deadlines.


Proven ability to analyse data and use it to inform and deliver service transformation and improvements.


Highly competent with the use of Microsoft Office software.


Some of our great benefits include;


31 days annual leave (plus bank holidays) with an option to purchase up to 5 additional days per year. Early finish on Fridays Flexible and hybrid working. Free Health Cash Plan, with cashback for dental, optical, physio, wellbeing therapies and more, with some free child cover. Access to private healthcare through the Health Cash Plan. Competitive Aviva pension scheme - Gentoo will contribute up to 10% based on your personal contribution. Salary sacrifice electric vehicle scheme Enhanced family-friendly leave Car mileage allowance if you use your personal vehicle for business purposes. * Life assurance cover to the value of 3 times your annual salary