Customer Service Team Leader
Would you classify yourself as a real people’s person who’s experienced in leading and managing large teams of up to 17 people? Do you have proven experience of managing in a fast paced inbound customer service centre? Are you driven to inspire and motivate first class customer service?
If you are, then you sound perfect for our team!
We’re growing and are looking for Team Leader to join our CSC family. You should be passionate about delivering an excellent customer focussed service to all customers (internal and external) as well as being a confident and effective coach. We’re looking for someone who can demonstrate strong communication skills, is a high achiever who drives to meet and exceed KPIs but also has experience of managing and leading large teams and leads from the front by taking calls when needed.
We will expect you to be an ambassador and promote a collaborative approach. You will be instrumental in leading change to always ensure customers receive a right first time service whilst developing and managing an engaged team driving performance to meet and exceed targets.
To be successful in this role, you will need to evidence current coaching and developing of individual team members and management of department operational objectives. You’ll be someone who leads by example; puts customers first by taking customer calls when demand is high, and works flexibly to support colleagues.
If you are self-motivated, an innovative problem solver, target driven and solution focused and able to work Monday to Friday between 8am – 8pm then apply without delay!
Our interview process enables you to showcase your talents through an assessment centre which consists of group exercise as well as interview.
Previous Applicants Need Not Apply
Closing date for completed applications: 25th May 2019
Interview/Assessment day : Monday 10th June 2019
L&Q is a regulated charitable housing association and one of the UK’s most successful independent social businesses. The L&Q Group houses around 250,000 people in more than 95,000 homes, primarily across London and the South East.
As a charitable organisation, our role goes beyond providing homes and housing services. We are a long-term partner in the neighbourhoods where we work. We hope to build aspiration, opportunity and confidence in our communities through our £250 million L&Q Foundation and our skills academy.
In response to the housing and affordability crisis, we will build 100,000 new homes over ten years. Of these, 60,000 homes will be built or funded by L&Q, whilst a further 40,000 will come through partnerships. Crucially, at least 50% of these new homes will be genuinely affordable, with a target of 60% in London.
Our vision is that everyone has a quality home they can afford, and we combine our social purpose with commercial drive to create homes and neighbourhoods everyone can be proud of.
At L&Q, people are at the heart of our business and our success depends on employing the best people and getting the best from them. This is why we are committed to developing our people. It's only by investing in a well-trained and motivated workforce that we can continue to prosper and sustain business success.
In addition to our support and training, the successful candidate will have access to our full suite of benefits including 26 days holiday rising to 31 days with length of service, annual bonus subject to group performance, excellent Pension scheme, Benenden Healthcare, an employee assistance programme and non-contributory life assurance.
We are committed to supporting your work-life balance and recognise the changing demands and circumstances in life. Please let us know during the recruitment process if you’re interested in part time working or job sharing. In addition, should
your circumstances change once you have joined L&Q, you can also request flexible working arrangements, e.g. a change to working hours - if it’s feasible then we’ll make it happen.
We value diversity in all its facets, including gender, disability, age, ethnicity, sexual orientation and identity. When it comes to finding a diverse balance for our senior positions, we have decided to address gender and ethnicity first. As such we are committed to offering an interview to at least one BAME and one female candidate for all senior leadership positions if they fulfil the role criteria.
We are recognised externally for our commitment to inclusion as a Stonewall Top 100 employer, and a Disability Confident (Committed) employer.
We expect all of our employees to support our environmental policy and social responsibility work. We are an employer committed to environmental and social responsibility.