Customer Service Team Lead - Hybrid, Growth & Impact in Royal Tunbridge Wells

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.