At a Glance
- Tasks: Lead a team to deliver exceptional customer service and quality support.
- Company: Join a dynamic company focused on customer satisfaction and quality.
- Benefits: Competitive salary, hybrid working, and opportunities for professional growth.
- Other info: Enjoy a flexible work environment with a focus on continuous improvement.
- Why this job: Make a real difference in customers' lives while developing your leadership skills.
- Qualifications: Experience in team leadership and strong communication skills required.
The predicted salary is between 37854 - 47319 £ per year.
- Salary: London - £37,854 - £47,319 per annum / National - £34,869 - £43,586 per annum
- Overview
We’re seeking a Customer Care & Quality Team Leader who can guide and develop a team of Customer Care and Quality Executives to ensure that every customer receives the best service throughout their journey.
In this operational role, you’ll play a crucial part in helping us achieve our mission: ensuring that any defects in our customers' new homes are resolved promptly and handled with care, professionalism, and empathy.
Responsibilities
- Supervise the team's day‑to‑day performance and ensure that processes are followed.
- Maintain consistently high service levels and meet objectives related to productivity and turnaround times.
- Monitor and enhance the use of the CRM system.
- Lead by example, motivate the team, and empower staff to take pride and ownership of their work.
- Drive positive change and continuous improvement through data‑driven decision making.
- Manage resources effectively to maximise team potential.
- Serve as the main point of escalation for complex customer cases.
Qualifications
- Proven experience in leading and developing high‑performing teams.
- Excellent communication skills and the ability to influence colleagues and customers.
- Strong analytical skills with a keen eye for performance data.
- Experience in resource management and process improvement.
- Demonstrated ability to motivate others and foster a culture of ownership.
- Valid UK working rights and willingness to travel across the region.
- Working Conditions
- Hybrid role: office in London or Manchester with required in‑office days.
- Work from home and office at least 3 days per week.
- Eligible candidates must reside in England or Wales during employment period.
- Salary aligned to the London or National pay scale depending on location.
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StudySmarter Expert Advice🤫
We think this is how you could land Customer Care & Quality Team Leader in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Clarion Housing Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Clarion Housing Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Care & Quality Team Leader in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Clarion Housing Group:Your cover letter is your chance to shine! Tell us why you want to work at Clarion Housing Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Clarion Housing Group!
How to prepare for a job interview at Clarion Housing Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
