At a Glance
- Tasks: Lead a team to deliver exceptional customer service and support our community.
- Company: Join a forward-thinking organisation committed to equality and inclusion.
- Benefits: Enjoy hybrid working, generous leave, and a range of employee perks.
- Other info: Be part of a diverse team with opportunities for personal and professional growth.
- Why this job: Make a real difference in people's lives while developing your leadership skills.
- Qualifications: GCSE or equivalent; customer service experience is essential.
The predicted salary is between 26873 - 26873 £ per year.
Role Summary
To be the first point of contact with our customers, ensuring customer satisfaction in line with our service strategy and working as part of a team to deliver a comprehensive customer experience.
Responsibilities
- Ensure effective customer contact is achieved within set timescales, following policy and procedure, using all communication platforms, including telephone calls and responding to e‑mails/webchats.
- Respond to online customers’ general and repair enquiries and provide standard written responses in line with guidance.
- Take customer repair calls, diagnose issues and book repair appointments.
- Maintain accurate and timely record keeping.
- Participate in training based on identified needs through a training needs analysis.
- Take an active role in implementing new customer service initiatives.
- Participate in projects and working groups at the request of the Customer Services Manager.
- Assist the Customer Services Manager in implementing policies and processes aligned with a good customer experience, improving performance by listening to and acting on customer feedback.
- Assist with the creation and review of processes for the customer services team and ensure processes are adhered to.
- Ensure full business continuity by providing cover for the operation where necessary; this may include working in any of our offices from time to time.
- Apply professional curiosity to identify if residents have circumstances making them potentially vulnerable and if they have additional support needs; signpost to internal and/or external support services.
- Promote resident engagement opportunities and capture resident feedback to support resident engagement objectives, with a view to continuous improvement.
- Effectively liaise with other departments, staff and outside agencies as appropriate.
- Provide day‑to‑day facilities cover as needed.
General Responsibilities
- Adhere to the Equality, Diversity and Inclusion policy and actively promote equality of opportunity wherever possible.
- Recognise, respect, and promote the diverse roles and individuals within the organisation.
- Actively contribute towards key performance indicators and professional standards.
- Work in accordance with the General Data Protection Regulations (GDPR) and Data Protection Law, ensuring the integrity of personal information processed, identifying anomalies, investigating and correcting them where appropriate, and attending data protection training regularly.
- Be responsible for own health and safety and that of colleagues, in accordance with the Health and Safety at Work Act and relevant directives.
- Participate in training, attend other meetings and staff events as required.
- Be an effective member of the team, presenting a positive impression of the section and the Group.
- Recognise, record and respond to customer complaints within policy requirements.
- Maintain professional curiosity in all interactions with residents, reporting and recording any potential safeguarding issues promptly and appropriately.
- Maintain awareness of budget requirements and value for money while delivering your role.
- Consider and highlight any risks to the organisation or individuals while delivering your role.
- Consider resident feedback (the resident voice) in all service delivery, using data and insight to understand needs, views and priorities and tailoring services accordingly.
- This role may involve visiting other offices from time to time.
Qualifications
- GCSE or equivalent education – Essential
- willingness to work towards an appropriate CIH qualification – Essential
Key Skills & Competencies
- Office administration experience – Essential
- Customer Service experience – Essential
- Microsoft Office experience – Essential
- Knowledge of housing policy and procedure, including diversity, equality and inclusion, and an understanding of housing associations – Desirable
Behaviours
- Calm, confident and approachable manner – Essential
- Excellent communication skills, face-to-face, in writing and via telephone – Essential
- Ability to think and act quickly in a pressurised environment – Essential
- Proven ability to negotiate outcomes and solve problems – Essential
- Experience of using own initiative to implement and improve work systems – Essential
- Ability to prepare and interpret numerical data and explain to others – Essential
- Proven ability to plan and manage own workload – Essential
- Ability to work well as part of a team – Essential
- Desire to provide excellent customer service – Essential
- Resilience when dealing with difficult situations – Essential
Benefits
- Contributory pension scheme with 4% to 10% matched contributions
- Hybrid working
- Free onsite car parking
- Life assurance of 4x annual salary (Terms and Conditions apply)
- 30 days annual leave in addition to bank holidays
- Two volunteer days per year
- Employee assistance programme (24/7 telephone advice, information portal & face-to-face counselling sessions)
- Corporate eye care scheme providing free eye tests and free VDU glasses or contribution towards VDU glasses
- Extensive annual Staff Wellbeing programme
- Enhanced maternity, paternity and shared parental leave provision
- Flexible annual benefits (for dental, healthcare, shopping vouchers, technology etc.)
- Annual flu vaccinations
- Access to an extensive range of corporate discounts on shopping, travel and days out
- Social events, including lunchtime walking, rounders, festive Fridays
- Travel loan
Other Information
- Salary: £26,873
- Hours of Work: 35 per week
- Contract: 6 months
- Probation Period: 6 months
- Notice Period: 1 month
EEO Statement
Equal Opportunities Statement TCH is an equal opportunities employer committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, gender, gender reassignment, sexual orientation, pregnancy and maternity or paternity, race or ethnicity, religion or belief, marriage and civil partnership, or caring responsibilities. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join TCH. We are recognised as a 'Disability Confident Committed Employer'. As part of this commitment, individuals who disclose at application stage that they have a disability, will be invited to interview provided they demonstrate that they meet the minimum criteria for the vacancy. Candidates will be asked if they require any support or reasonable adjustments to enable them to fully participate in the recruitment process.
Customer Service Team Leader employer: Town & Country Housing
At TCH, we pride ourselves on being an excellent employer, offering a supportive work culture that prioritises employee wellbeing and professional growth. With benefits such as hybrid working, generous annual leave, and a comprehensive employee assistance programme, we ensure our Customer Service Team Leaders have the resources they need to thrive while making a meaningful impact in the community. Join us in a role where your contributions are valued, and you can actively participate in initiatives that enhance customer satisfaction and engagement.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Leader
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on their values and customer service approach. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. Focus on how your experience aligns with the role, especially your customer service skills and ability to handle tough situations.
✨Tip Number 3
Be ready to share examples! Think of specific instances where you've gone above and beyond for customers or improved processes. This will demonstrate your problem-solving skills and commitment to excellent service.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Customer Service Team Leader
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight how your skills and experiences align with the Customer Service Team Leader role. Use keywords from the job description to show that you understand what we're looking for.
Show Off Your Communication Skills:Since this role involves a lot of customer interaction, it's crucial to demonstrate your excellent communication skills in your written application. Be clear, concise, and friendly in your language to reflect the approachable manner we value.
Highlight Relevant Experience:Don’t forget to mention any previous customer service experience or office administration roles you've had. Share specific examples of how you've handled customer queries or improved processes, as this will show us you're ready for the challenges of the role.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, it shows you're keen on joining our team!
How to prepare for a job interview at Town & Country Housing
✨Know Your Customer Service Basics
Brush up on the fundamentals of customer service, especially in a team leader role. Be ready to discuss how you would handle common customer queries and complaints, and think about examples from your past experiences that showcase your problem-solving skills.
✨Demonstrate Effective Communication
Since this role involves various communication platforms, practice articulating your thoughts clearly. Prepare to explain how you would maintain professionalism in written responses and during phone calls, as well as how you would adapt your communication style to different situations.
✨Showcase Your Team Leadership Skills
Think about times when you've led a team or contributed to team success. Be prepared to share specific examples of how you've motivated others, implemented new initiatives, or improved processes. Highlight your ability to work collaboratively and support your colleagues.
✨Prepare for Scenario-Based Questions
Expect questions that put you in hypothetical situations related to customer service challenges. Practice responding to scenarios where you need to diagnose issues or manage difficult customers. This will help you demonstrate your critical thinking and resilience under pressure.
