At a Glance
- Tasks: Lead a dynamic customer service team, driving performance and delivering top-notch support.
- Company: Join Riverside, a forward-thinking housing association making a real difference in communities.
- Benefits: Enjoy competitive pay, generous holidays, flexible working, and personal development opportunities.
- Other info: Inclusive workplace with a commitment to diversity and career growth.
- Why this job: Make an impact by leading a passionate team and enhancing customer experiences.
- Qualifications: Experience in leading teams, data-driven decision-making, and a passion for customer service.
The predicted salary is between 39912 - 43870 £ per year.
Contract Type: Fixed term for up to 12 months
Salary: £39,912.07 (£43,869.98 is achieved after 12 months successful performance in the role) plus 10% night allowance
Working Hours: 35 hours per week, full time
Working Pattern: 4 nights out of 7 on a rotational basis. 10pm – 8am
Location: Liverpool, Speke
If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.
The difference you will make as a Customer Service Team Leader:
We are looking for a Customer Service Team leader to provide strong, values-led operational leadership, ensuring a resilient support structure within the Customer Service Centre. You will lead and develop a multidisciplinary team delivering a high-quality, right-first-time, customer-focused 24/7 omni-channel service to internal and external customers, driving inclusivity, responsiveness and continuous improvement. You will take accountability for team performance, leading coaching, motivation and development, while ensuring effective adherence management across all service channels.
About you:
- Data driven & evidence-based experience in leading high performing teams
- Business focused with a strong willingness to monitor and deliver KPI’s and drive team performance
- Experience in providing on the job coaching to support staff
Why Riverside?
At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives. We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.
Working with us, you’ll enjoy:
- Competitive pay & generous pension
- 25 days holidays plus bank holidays
- Flexible working options available
- Investment in your learning, personal development and technology
- A wide range of benefits
Diversity and Inclusion at Riverside:
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues. Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.
Applications may close before the deadline, so please apply early to be considered.
Application Process:
If you share our values and are excited about making a significant impact as a CSC Team Leader, we encourage you to apply with your CV and cover letter. We encourage you to apply even if you don't meet all the criteria on the job description, at Riverside we recruit to potential not just on skills and experience.
Role Profile:
- Lead and support a high-performing call centre team
- Manage KPIs (FCR, AHT, Quality) and drive improvements
- Handle escalations, performance reviews and underperformance
- Analyse performance data to identify trends and improvements
- Produce regular reports and share insights with stakeholders
- Deliver coaching, feedback and training support
- Address skill gaps and support career development
- Build a positive, inclusive team culture
- Lead team meetings and promote engagement and wellbeing
- Ensure resource levels meet demand
- Support process improvements and system changes
- Maintain compliance and service standards
Person specification:
Knowledge, Skills and Experience
Essential:
- Data driven & evidence-based experience in leading high performing teams
- Business focused with a strong willingness to monitor and deliver KPI’s and drive team performance
- Experience in providing on the job coaching to support staff
- The want to challenge the status quo and making difficult decisions
- High energy and the able to positivity challenge when required
- Strong leadership and people management skills in a contact centre environment
- Excellent communication and interpersonal abilities
- Analytical mindset with proficiency in Excel and other reporting tools
- Ability to handle pressure when the going gets tough and make decisions quickly
- Passion for customer service and team development
Desirable:
- Experience of working in a social housing environment
- Experience of utilizing CCaaS solutions to manage customer interactions across various channels such as telephony, email, chat and app
CSC Nights Team Leader in Liverpool employer: The Riverside Group
Riverside is an exceptional employer that prioritises the growth and development of its employees while fostering a supportive and inclusive work culture. Located in Liverpool, Speke, we offer competitive pay, generous benefits, and flexible working options, ensuring our team members can thrive both personally and professionally. Join us in making a meaningful impact in the community as we enhance the everyday lives of our customers through our diverse range of services.
StudySmarter Expert Advice🤫
We think this is how you could land CSC Nights Team Leader in Liverpool
✨Tip Number 1
Get to know the company culture! Before your interview, do a bit of research on Riverside. Check out their website and social media to understand their values and mission. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Prepare for common interview questions related to leadership and customer service. Think about your past experiences and how they align with the role of a Customer Service Team Leader. We recommend doing mock interviews with friends or family to build your confidence.
✨Tip Number 3
Show off your data skills! Since the role requires a data-driven approach, be ready to discuss how you've used data to improve team performance in the past. Bring examples of KPIs you've monitored and how you’ve driven results – this will really impress the interviewers!
✨Tip Number 4
Don’t forget to ask questions! At the end of your interview, have a few thoughtful questions prepared. This shows your interest in the role and helps you determine if Riverside is the right fit for you. Plus, it’s a great way to engage with your interviewers!
We think you need these skills to ace CSC Nights Team Leader in Liverpool
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the job description. Highlight your leadership experience and any data-driven achievements to show us you’re the right fit for the Customer Service Team Leader role.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you’re passionate about this role and how your values align with Riverside’s mission. Don’t forget to mention any relevant coaching or team management experiences!
Showcase Your Data Skills:Since we’re looking for someone who’s data-driven, make sure to include examples of how you’ve used data to improve team performance or customer service in your previous roles. Numbers speak volumes!
Apply Early!:Don’t wait until the last minute to submit your application. We might close applications early if we find the right candidate, so get your CV and cover letter in as soon as you can through our website!
How to prepare for a job interview at The Riverside Group
✨Know Your Numbers
As a Customer Service Team Leader, you'll need to be data-driven. Brush up on key performance indicators (KPIs) like First Call Resolution (FCR) and Average Handling Time (AHT). Be ready to discuss how you've used data to drive team performance in the past.
✨Showcase Your Leadership Style
Prepare to talk about your leadership approach. Think of examples where you've motivated a team or handled underperformance. Riverside values strong leadership, so highlight your experience in coaching and developing team members.
✨Emphasise Inclusivity
Riverside is all about diversity and inclusion. Be prepared to share how you've fostered an inclusive team culture in previous roles. Discuss any initiatives you've led that promote engagement and wellbeing among team members.
✨Be Ready for Scenario Questions
Expect questions that put you in real-life situations, like handling escalations or making tough decisions. Prepare some scenarios from your past experiences where you successfully navigated challenges, showcasing your analytical mindset and ability to perform under pressure.
