Customer Experience Team Leader

Job Title: Customer Experience Team Leader

Overall Purpose of Job

The Customer Experience Team Leader is responsible for leading and inspiring a team of Customer Advisors and Triage Officers to deliver exceptional customer experiences. This role involves overseeing daily operations of a contact centre, ensuring high levels of customer satisfaction, and driving continuous improvement in service delivery. The Team Leader will act as a mentor and coach, fostering a positive and collaborative team environment while aligning team goals with the company's strategic objectives

We offer all our employees a great package of benefits,  including:

• Competitive salary £38,989 which is bench marked against other employers
• Enrolment on our Aviva pension scheme (9.5% employer contribution)
• 30 days holiday (plus extra days off for Bank Holidays/Birthdays)
• Health care scheme
• Flexible/agile working, plus the option to work from home if your role allows
• Enhanced maternity/paternity pay
• Continual professional development including management development.
• A dedicated health and wellbeing programme (access to a variety of support and free benefits)
• Time out of work to carry out volunteer opportunities

There are lots more benefits to working for Ongo

Main Responsibilities

1. To manage a multifunctional team that will include some or all the following: Specialist Triage Officers, Triage Assistants, Resolution Officers, Customer Advisors, Customer Service Assistants and Apprentices in the delivery of quality front line services.
2. To develop and embed a triage-based customer service model, using a coaching approach to service delivery.
3. To ensure the nominated customer service functions are appropriately resourced to deliver core hours requirements.
4. To deliver essential user training relating to the development of the corporate CRM system and service area specific knowledge

1. To develop and lead a team to deliver services to our customers using coaching approaches and empower effective front-line decision making
2. To work with stakeholders on the creation of customer experience processes, developing systems to achieve resolution of customer enquiries at first point of contact.
3. To maintain and develop a portfolio of process maps to illustrate the way in which services are to be provided and managed.
4. To manage recruitment functions for the Customer experience team to ensure resources are available to deliver all services
5. To develop systems that ensure all communications into the team are captured and reproduced so that each team member can be provided with a weekly briefing regarding operational performance or changes.
6. Collate and analyse data relating to customer service functions, implementing appropriate actions to achieve agreed targets and deliver excellent performance across the customer experience team
7. To ensure excellent working relationships and communications exist between the customer service team and internal and external partners to develop first class service provision.
8. To work as a leadership team with the other Customer Experience Team leaders and Customer Experience Manager. To ensure you work collaboratively across the team and provide support and cover for each of the roles in periods of absence.
9. To manage the Reception and Customer Centre face to face operations in line with current health and safety guidance.
10. To work flexibly to ensure quality customer service delivery to customers 24 hours, 7 days a week.

Knowledge, Skill & Experience Required

• The ability to lead and manage a team in a positive manner which motivates and develops the skills of team members in a solution-oriented culture
• A coaching qualification or willingness to achieve one is desirable
• Interpersonal skills including tact, diplomacy, and assertiveness
• The ability to develop and effectively utilise IT systems for the benefit of enhancing service delivery
• Full knowledge of the tenancy agreements utilised by ongo and the relevant housing legislation.
• Be able to interpret and revise policy.
• Knowledge and application of all risk mitigation relevant to the customer experience function
• Excellent problem-solving skills
• Communication and presentation skills
• Clear commitment to customer focus, equality, and diversity

CLOSING DATE FOR APPLICATIONS THURSDAY 13 MARCH