Customer Service Team Leader (Rents)
Customer Service Team Leader (Rents)
Salary: £27,482 - £33,590 per annum
Job Type: Full Time, 12 Months Fixed Term Contract
Hours: 35 hours per week
Location: South Manchester
Benefits: Competitive pension, 26 days holiday plus bank holidays, increasing with service, cycle to work scheme, season ticket loans for public transport plus much more.
About the role:
Do you believe in providing excellent customer service at all times? Can you inspire, motivate and develop a team to achieve their true potential and career aspirations? If so we have an fantastic opportunity for you.
Reporting to the Head of Customer Contact, the Customer Access Team Leader is responsible for overseeing and managing the work of the Customer Access Hub and ensuring we achieve our objectives of providing an exceptional ‘first point of contact’ customer experience.
You will assist with the Head of Customer Contact and to ensure the operational delivery of a service that is easy to do business with, is focussed on customer need and promotes customer self- sufficiency, by encouraging the use of self service options as well as the provision of direct support delivered via traditional and digital communication channels. You will also work with the Head of Customer Contact to plan resources to ensure effective service delivery against objectives and work to develop a high-performance culture that embeds our ways of working and a highly motivated team.
The successful candidate will have relevant professional qualifications / memberships (Institute of Customer Service qualification, IoH qualification) and be qualified to minimum level 3 in English and Maths. You will also be proficient in a range of Microsoft Office applications and confident in the use of ICT systems. Experience within a customer service management role or related field is desirable.
Additionally, you will have experience of working in a customer contact centre environment that deals with a wide range of enquiries, this role will act as the operational expert for rent account management for the customer hub so experience of resolving rent queries or demands is desirable. You must also have a good understanding of welfare benefits including Universal Credit and Housing Benefit and tools available to customers to enable them to manage their rent account by themselves. You will provide robust line management for customer Contact Officers and have accountability for ensuring that all customer demands, from all communication channels are dealt with at first point of contact , these will include not only rent account management, but tenancy related issues, rehousing advice, repairs reporting and complaints.
You must be willing to work flexibly within our core hours (8am-6pm Monday to Friday) and when required work outside core hours to help support customer demand and ensure business continuity.
You may have experience of the following: Rent Team Leader, Customer Service Team Leader, Customer Service Supervisor, Customer Service Advisor, Income collection officer, Housing Assistant, etc.
About our company:
Great Places Housing Group is not your average housing association. We are a forward-thinking, profit-for-purpose business that works hard to improve the lives of residents in our 19,000 homes across the North West and Yorkshire.
Our work doesn’t stop at our customers’ front door. The surplus we make is invested back into the business to fund building new homes and to provide a full range of support services for some of the most vulnerable members of society including the homeless, young parents, older people and those with mental health needs.
We are extremely proud of our dedicated, passionate and friendly colleagues who live our values and work hard to make a difference every day. Working for us you will be part of something special and in return, we offer a competitive package with a range of enhanced benefits, and learning and development opportunities to help you achieve and exceed your potential.