Customer Experience Team leader (12 month FTC) in Basingstoke

Customer Experience Team Leader (12 month FTC)

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We’re VIVID! – We offer a vibrant, friendly, inclusive culture that supports, develops and attracts the best people!

Our Customer Experience team is vibrant, hardworking, and committed to providing excellent customer experiences.

We\’re looking for a Customer Experience Team Leader to join our team! Contractually based out of our Basingstoke offices, this is a 12-month fixed term contract position working 37 hours a week with the flexibility of a mix of home and office working. The contact centre is open from 8:30am-5pm (Mon‑Thurs) 8:30am-4:30pm (Fri) with the management team covering these opening hours.

During the induction period you will largely be office based, at our contact centre in our Basingstoke office. Once you understand the role, your team and your responsibilities, we can then offer hybrid working. This is likely to be 2-3 office days a week with flexibility for more according to business needs.

What we can offer you:

• 26 days holiday (plus bank holidays) pro rata, with the opportunity to buy or sell annual leave
• A productivity‑related bonus scheme to enhance your take‑home
• A generous contributory pension of 6%. We’ll match employee contributions between 7% and 10%
• Private medical insurance
• Health care cash plan called Medicash
• Enhanced pay for maternity, paternity, adoption and shared parental leave
• Access to counselling, legal and financial information
• Electric car scheme
• Huge variety of in‑house & e‑learning courses and a range of coaching and mentoring programmes

Responsibilities

As one of our Customer Experience Team Leaders you’ll be responsible for the line management of our advisers within the customer experience contact centre. You’ll play a key part in driving a high performing customer centric culture in the team, managing & developing a multi‑skilled team who will deal with the majority of customer enquiries at first point of contact.

In this role you’ll take ownership for an agreed service area to ensure that advisers are appropriately skilled to achieve agreed targets and an agreed specialism, forming strong working relationships with other teams across the business, ensuring a seamless service delivery for our customers. With a focus on continuous improvement, you’ll champion digital communication and streamline processes, helping to shape the future of how we engage with our customers.

Qualifications & Skills

You’ll have a background in service delivery in a customer centric business and supervisory/managerial experience within a housing related setting. You’ll have strong communication skills and leadership skills, with the ability to collaborate and communicate with a range of internal and external stakeholders and lead your team. Experience in a fast‑paced contact centre environment is desirable but not essential. Your drive to succeed, your ability to motivate others, and your commitment to delivering an outstanding customer experience are vital!

First stage interviews are due to take place WC 5 Jan via Teams, second stage interviews are due to take place 12 Jan at our Basingstoke office (subject to change).

Seniority level

Mid‑Senior level

Employment type

Contract

Job function

Information Technology

Non‑profit Organizations