At a Glance
- Tasks: Lead a high-performing team to deliver exceptional customer service and drive performance.
- Company: Join an award-winning Customer Service Centre with a focus on growth and development.
- Benefits: Earn from £32,262, enjoy 34 days leave, and receive health cash plans and pension contributions.
- Other info: Hybrid working model with excellent career progression opportunities and a supportive culture.
- Why this job: Make a real impact in shaping the future of customer service while developing your leadership skills.
- Qualifications: Experience in customer service leadership and strong coaching abilities are essential.
The predicted salary is between 27463 - 33565 £ per year.
About the role Earn from £32,262 (depending on skills and experience)per year plus 34 days leave, and matching pension contributions
Home, a place where you belong Were proud to be an award-winning Customer Service Centre.
Now were looking for aspirational leaders to help us go even further.
If youre ready to make a bigger impact, lead a high-performing team and shape the future of customer service, this could be your next move.
What youll do Lead a team of advisors to deliver brilliant service across all channels Track performance, coach colleagues and tackle underperformance early Use data and insight to spot trends and improve service delivery Support digital0furst approaches and smooth service transitions Build strong relationships across teams to get it right for customers
Why join us Were passionate about helping our customers and helping our people grow.
Youll get mentoring, coaching and the chance to shape how we work.
Well support your development and help you reach your potential.
Come and be part of one of the UKs Great Places to Work!
We cant offer a Co S for this role
You have Experience leading customer service in a busy contact centre Strong performance management and coaching skills Confidence handling complex customer needs with empathy Leadership or coaching qualifications (or working towards one) Experience with digital channels like we chat or CRM systems
Stronger together We do our best work when were ourselves.
Thats why inclusion, wellbeing, and our diversity networks help make Home Group a great place to work!
The practical bits Youll work Monday to Friday We work between the hours of 8 am to 6 pmon a 9 week rota We typically work on a hybrid basis with a minimum 2 days per week in our Newcastle upon Tyne office, with the rest from home.
Whats in it for you? 34 days leave, rising to 39 (this includes bank holidays and a me day).
Health cash plan saving you (and your children) £1140+ each year covering dental, opticians, prescriptions and more Matching pension contribution (up to 7% and life insurance of 3x basic salary) Family friendly policies including maternity, paternity, adoption, neonatal, fertility and menopause support Career path with development and excellent training package.
Finally For reasonable adjustments email .
Roles can close early, so dont delay applying.
If you cant see the Job Description at the top of this page, click APPLY to view it on our pages and find out more about us.
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Performance Leader CSC in Sunderland employer: Home Group Limited
At Home Group, we pride ourselves on being an award-winning Customer Service Centre that values both our customers and our employees. As a Performance Leader in Newcastle upon Tyne, you'll enjoy a supportive work culture that fosters personal growth through mentoring and coaching, alongside generous benefits like 34 days of leave and a matching pension scheme. Join us to lead a high-performing team and make a meaningful impact in a workplace recognised as one of the UK's Great Places to Work!
StudySmarter Expert Advice🤫
We think this is how you could land Performance Leader CSC in Sunderland
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Home Group Limited. 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 Home Group Limited 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 Performance Leader CSC in Sunderland
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 Home Group Limited:Your cover letter is your chance to shine! Tell us why you want to work at Home Group Limited 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 Home Group Limited!
How to prepare for a job interview at Home Group Limited
✨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.
