At a Glance
- Tasks: Lead and inspire a team to deliver exceptional customer service in a dynamic contact centre.
- Company: Join Metropolitan Thames Valley, a leading housing association making a real difference.
- Benefits: Competitive salary, career development, and a supportive work environment.
- Other info: Opportunity to contribute to meaningful community initiatives and support vulnerable individuals.
- Why this job: Be a key player in enhancing customer experiences and driving team success.
- Qualifications: Experience in a leadership role with strong communication and problem-solving skills.
Location: Beeston, Nottingham, NG9 1LA
Contract: Permanent based on a 37.5hr week
Salary Banding: £38,447 - £40,470
We're looking for a motivated and experienced Team Leader to guide and inspire our Contact Centre team in delivering outstanding service to our customers. In this role, you'll be responsible for leading daily operations, managing performance, and driving continuous improvement, while ensuring an excellent customer experience across telephony and digital channels. You'll play a key part in helping us achieve both team and corporate KPIs, particularly within housing, property repairs, and maintenance services.
Key Responsibilities
- Lead, coach and motivate a team to achieve challenging KPIs and service targets
- Manage day-to-day workflows, delegate tasks, and provide clear direction
- Act as a key escalation point for complex customer queries, including supporting the Out of Hours Repairs service
- Ensure exceptional customer experience across all contact channels
- Monitor performance and implement improvement plans to drive results
- Support effective resource planning and operational delivery
- Foster a collaborative, engaged and high-performing team culture
- Act as Manager designate when required, providing leadership in the absence of your line manager
What You'll Be Doing
- Acting as the link between management and frontline colleagues
- Resolving issues quickly and efficiently while maintaining service quality
- Supporting a 24/7, 365-day service, working on a rota basis outside of contact centre opening hours
- Driving engagement and development within your team through coaching and feedback
- Contributing to strategic initiatives that enhance performance and customer satisfaction
About You
- Proven experience in a Team Leader or supervisory role within a contact centre or similar environment
- Strong leadership skills with the ability to motivate and develop others
- Experience managing KPIs and driving performance improvements
- Excellent communication and problem-solving abilities
- Ability to remain calm under pressure and handle escalations effectively
- Customer-focused with a passion for delivering exceptional service
Metropolitan Thames Valley provides affordable housing for people living in London, the South East, East Midlands and East of England. We also offer a range of care and support services. Our specialist areas include older people, mental health and transitional services which provide intensive support to marginalised or vulnerable people. We deliver training programmes, events and activities for our residents, designed to boost employment opportunities and foster stronger communities.
A member of the National Housing Federation the G15, which represents London's largest housing associations, we influence policy for the benefits of our residents and the wider sector. In October 2018 like-minded housing associations Metropolitan and Thames Valley Housing formally completed a partnership to form Metropolitan Thames Valley. We came together because we want to improve the services we provide and do more in our communities. We'll do this by listening to our customers and working alongside them.
Team Leader Customer Services in Beeston employer: Metropolitan Thames Valley
Metropolitan Thames Valley is an exceptional employer, offering a supportive and collaborative work culture that prioritises employee development and engagement. As a Team Leader in Customer Services based in Beeston, Nottingham, you will have the opportunity to lead a dedicated team while contributing to meaningful initiatives that enhance community well-being. With competitive salary packages and a commitment to continuous improvement, we empower our employees to achieve their professional goals while making a positive impact on the lives of our residents.
Contact Details:
Metropolitan Thames Valley Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Team Leader Customer Services in Beeston
✨Tip Number 1
Get to know the company! Research Metropolitan Thames Valley and understand their values, mission, and the services they provide. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your leadership stories! Think of specific examples where you've successfully led a team or resolved a complex issue. Be ready to share these during interviews to demonstrate your experience and problem-solving skills.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can provide insights about the company culture and even give you tips on how to stand out in the application process.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and serious about joining the team at Metropolitan Thames Valley.
We think you need these skills to ace Team Leader Customer Services in Beeston
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in leading teams and managing KPIs. We want to see how your skills align with our mission of delivering outstanding customer service.
Showcase Your Leadership Skills:In your application, emphasise your leadership style and how you've motivated teams in the past. We love seeing examples of how you've driven performance improvements and fostered a collaborative culture.
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use bullet points where possible to make it easy for us to see your key achievements and relevant experience at a glance.
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Metropolitan Thames Valley
✨Know Your Stuff
Before the interview, make sure you understand the company’s mission and values, especially how they relate to customer service. Familiarise yourself with their KPIs and think about how your experience aligns with their goals.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led a team in the past. Think about specific situations where you motivated your team or resolved conflicts. This will demonstrate your ability to inspire and manage effectively.
✨Be Ready for Scenario Questions
Expect questions that ask how you would handle specific customer service scenarios or team challenges. Practise your responses to these types of questions, focusing on your problem-solving skills and customer-centric approach.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready. Ask about the team culture, ongoing training opportunities, or how success is measured in the role. This shows your genuine interest in the position and the company.
