Customer Service Centre Team Leader

Do you want to work for an organisation that has been providing affordable housing across the UK for over 90 years, as well as caring for the elderly and supporting those who face homelessness?

Imagine a job that allows you to transform the lives of thousands of people.

We currently have an exciting opportunity for a Team Leader who will be there to support the Customer Service Advisors in delivering services across telephone and digital channels.

Position: Customer Service Centre Team Leader

Location: Irvine

Hours: 30 hours per week

Salary: £32,476.80 per annum pro rata (10% salary increase after 12 months’ service depending on performance)

Contract: Permanent

Benefits: 25 days’ holiday per year (plus bank holidays), Riverside Rewards scheme and app, providing valuable access to voluntary discounted benefits including high street and online savings, Opt-in to our auto-enrolment pension scheme (employee rate 3% and employer rate 5%) or our enhanced pension scheme (employee rate 6% and employer rate 9%), Tax-free bikes and car loan scheme, Eye tests, glasses and lenses, Employee Assistance Programme.

As award winners, the organisation is proud of the Customer Service Centre in Irvine, Scotland, but are always looking for ways to be even better. So, what next? Well, to build on this success the organisation is embarking on an exciting period, broadening the ways to interact with customers – sounds great, right?

We’re looking for people to join the team and help deliver these aspirational plans. We want energised people to join the omni-channel Customer Service Centre, to work with customers and suppliers across the UK.

About the role

You’ll be delivering an enhanced customer experience through creating a positive customer orientated environment and help delivering on promises to customers. You will play a key role in working with other internal and external services in delivering an integrated approach, along with supporting the implementation of the digital and online strategy to help in providing a greater value of money for customer and for the organisation.

Working hours

In order to meet the needs of customers, the organisation needs to be flexible. This means you’ll work on a rotational basis between the following times 09:00-23:00 on a 30 hour a week contract. As the organisation are asking you to be flexible, in return it aims to give you the time you need to spend time doing the things that matter to you by offering 28 days leave, in addition to the 8 bank holidays, and 4 half days to use for those special life events, such as going to see your children’s school play, birthdays and so on!

About you

You will have extensive knowledge and experience in customer services and contact centre functions along with multi-channel work streams and a willingness to deliver excellence. With extensive problem-solving skills in a customer orientated business, you will also have the ability to take positive action to ensure you meet the exacting customer standards.

Preferably you’ll also have housing experience, although this isn’t essential, as you won’t be dropped in at the deep end, you will be given help to understand how things work at the organisation and everyone can’t wait to welcome you to the team.

You may also have experience in areas such as Customer Service Centre, Customer Service, Customer Service Team Leader, Customer Service Officer, Customer Service Agent, Business Support, Business Support Administrator, Helpline, Helpline Advisor, Helpline Team Leader, Customer Service Helpline, Customer Service Advisor, Helpline Operator, Call Handler,