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- Tasks: Lead a compassionate team in providing excellent customer service and support.
- Company: Join Look Ahead, a leading not-for-profit care and support provider in London.
- Benefits: Enjoy up to 30 days annual leave, training opportunities, and a generous pension scheme.
- Why this job: Make a real difference in people's lives while developing your career in social care.
- Qualifications: Two years in customer service and strong leadership skills required.
- Other info: Be part of a diverse team committed to excellence and innovation.
The predicted salary is between 30000 - 35000 £ per year.
Job Description
Contact Centre Service Lead – Westminster, London
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We're looking for a kind, compassionate and resilient Contact Centre Service Lead to join our Central Social Care Service in Westminster
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£36,000 – £40,000 per annum depending on experience, working 35 hours per week.
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Want to feel like you're part of one team? You'll feel at home here.
\\nMaking you feel at home here means helping you thrive in every way. That's why we offer a wide range of benefits, award-winning Learning & Development and a culture that welcomes all. These aren't token gestures – we've thought long and hard about how best to support our team.
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Our benefits include:
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- Annual leave increasing up to 30 days with length of service
- Free DBS
- Exclusive discounts and cashback via Reward Gateway® and opportunity to buy a Blue Light Card
- Fully paid induction programme and further training
- ILM courses and Apprenticeship Programmes
- Cycle to work scheme
- A generous pension – we will contribute up to 4% and life assurance cover up to £10,000 (T&Cs apply)
- Quarterly Staff Awards to reward & recognise our amazing staff's commitment and contribution
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All applicants must be legally eligible to work in the UK by the start of employment as Look Ahead are not able to offer sponsorship.
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What you'll do:
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Customer Services
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- As member of the customer call centre be the first point of contact for customers and staff through out the organisation on all enquiries.
- Providing support, guidance and advice to Customer Contact Centre Officers
- Deal with enquiries on Housing Management, Maintenance and Customer Support.
- To provide details on Look Ahead's Support function for customers or external agencies to include Support Worker or scheme contact details and referral process.
- First time resolution of informal complaints. log and transfer formal complaints in accordance with Look Ahead's procedure and policy to the Customer Service Manager.
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Responsive Repairs
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- Receive and action maintenance requests for owned, managed or leased properties to include responsive repairs, insurance, rechargeable, works. Monitoring the progress of works orders to including updating, varying, and completing work orders.
- Ensure repairs and voids process are updated on CX housing management system at each stage accurately and efficiently.
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Leading Team
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- Undertake management of allocated staff ensuring clear targets training needs agreed and regularly reviewed.
- Supervise volunteers as delegated by the Head of Customer Service/ other relevant Manager.
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This is not an exhaustive list of all the duties and responsibilities that may be required from time to time and is subject to change in accordance with the needs of Look Ahead
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\\nAbout you:
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- Approachable and open behaviour. Works as part of a group or team
- A strong approach and commitment to providing an excellent customer service.
- Is fundamentally calm and resilient, does not let emotion adversely affect them or obscure their judgement.
- Demonstrates significant confidence and high levels of self-esteem.
- Is respectful, articulate, and sensitive in style of communication.
- Is motivated towards excellence and improvement of personal performance with a can-do attitude.
- Team player
- Solution focused.
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What you'll bring:
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Essential:
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- At least two years working in a customer focused service environment/ call centre.
- Educated as a minimum to GCSE English and Maths or equivalent.
- Leading, supervising and developing others (Coaching and mentoring)
- Managing and supporting others with complex cases and enquiries
- Resource management including forward planning, business continuity and rota management.
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Skills
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- Excellent call handling and management skills
- Ability to learn and apply a wide range of skill sets to satisfy a broad range of customer needs using different channels.
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\\nDesirable:
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- Knowledge of the housing / Head of Customer Service sector
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About us:
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Look Ahead is a leading, not-for-profit care and support provider in London and the South East. Our vision is to build better lives through social care and housing in local communities. As an organisation we deliver over 100 services, providing support to thousands of customers each year. Our mission is to co-design and deliver services that offer innovative social care solutions and support people to thrive. We work across mental health, homelessness and complex needs, young people and care leavers and learning disabilities so there are plenty of opportunities to grow and progress your career with us.
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We have a strong social purpose and we live and work by our values:
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- We focus on Excellence and innovation.
- We are Caring and Compassionate.
- We are Inclusive and Trusted.
- We work in Partnership and are One-Team.
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Look Ahead is committed to safeguarding and promoting the welfare of children and adults at risk, and expects all employees, workers and volunteers to share this commitment.
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If your application for this role is unsuccessful, but we feel that you would be suitable for another role, we may contact you to discuss alternative opportunities. If this occurs you would not need to submit another application for the alternative role.
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\\nWe reserve the right to close this advert early if we are able to appoint to the vacancy before the advertised closed date.
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\\nWe are committed to diversity and inclusion at work and are accredited with Silver in the Inclusive Employers Standard 2021. We are a proud member of the Employers Domestic Abuse Covenant and encourage applications from a diverse range of applicants of all backgrounds.
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Contact Centre Service Lead - Westminster, London employer: Look Ahead
Contact Detail:
Look Ahead Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Service Lead - Westminster, London
✨Tip Number 1
Network like a pro! Reach out to current employees at Look Ahead on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for the interview process. It’s all about making connections!
✨Tip Number 2
Prepare for the interview by practising common questions related to customer service and team leadership. Think of examples from your past experiences that showcase your skills in these areas. We want to see how you handle real-life scenarios!
✨Tip Number 3
Show your passion for social care! During the interview, express why you’re excited about the role and how you align with Look Ahead's values. We love candidates who are genuinely interested in making a difference.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the position. Plus, it keeps you fresh in the interviewer's mind!
We think you need these skills to ace Contact Centre Service Lead - Westminster, London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your experience aligns with the role of Contact Centre Service Lead. Use keywords from the job description to show that you understand what we're looking for.
Showcase Your Customer Service Skills: Since this role is all about providing excellent customer service, share specific examples of how you've excelled in similar situations. We want to see your approach and commitment to helping others!
Be Yourself: We value authenticity, so let your personality shine through in your application. Share your passion for social care and how you embody our values of compassion and teamwork.
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. This way, we can easily track your application and get back to you quicker!
How to prepare for a job interview at Look Ahead
✨Know the Company Inside Out
Before your interview, take some time to research Look Ahead. Understand their mission, values, and the services they provide. This will not only help you answer questions more effectively but also show your genuine interest in being part of their team.
✨Showcase Your Customer Service Skills
As a Contact Centre Service Lead, you'll need to demonstrate your commitment to excellent customer service. Prepare examples from your past experiences where you've successfully handled customer enquiries or resolved complaints. Highlight your calmness and resilience in challenging situations.
✨Prepare for Team Management Questions
Expect questions about leading and developing others. Think of specific instances where you've coached or mentored team members. Be ready to discuss how you set targets, manage performance, and support your team in complex cases.
✨Ask Thoughtful Questions
At the end of the interview, have a few questions ready to ask the interviewer. This could be about the team culture, training opportunities, or how success is measured in the role. It shows you're engaged and thinking about how you can contribute to the team.