• Housing Customer Contact Centre Team Leader
• Public Sector - Local Authority
• Permanent
• Full Time - Monday to Friday, 36 hours per week
• Hybrid Working
• £40,833 per annum

Adecco are currently recruiting for a Housing Customer Contact Centre Team Leader on behalf of our Public Sector client who are based in South London.

The Housing Customer Contact Centre Team Leader will be expected to:

• Be responsible for and develop an excellent customer-centric advisory and information service to visitors, telephone callers and online customers, ensuring speedy access to council and partner services through the Housing Responsive Repairs contact centre.
• Lead, performance manage, develop and motivate a team of Customer Service Advisers, ensuring that they deliver excellent services which have the customer at the heart of everything.
• Ensure service delivery is provided in line with the Housing strategy and plan; and to achieve the objectives in the Residents' Charter
• Negotiate the resolution of escalated and/or complex resourcing issues by identifying and implementing innovative and robust solutions that are efficient and cost effective

The successful candidate will have:

• Experience in equivalent role within a contact centre environment
• Strong local government knowledge within in scope service areas, along with demonstrable experience of working on transactional change.
• Significant knowledge of telephony and IVR systems

• A proven ability to efficiently develop, lead and manage a high-performing team within a contact centre environment
• Ability to coach and mentor employees
• Ability to develop a high-performing team
• Ability to influence others to aspire to excellence in customer services
• Ability to initiate and manage change, promoting open communication and an integrated approach across the organisation.
• Ability to lead by example, actively promoting a high-quality customer service and learning culture within the organisation
• Ability to analyse information, react promptly and appropriately when faced with demanding operational situations
• Ability to respect confidentiality and work within the Council's guidelines.
• Commitment to and application of equality and diversity in service delivery and employment
• Sound PC skills including word processing, spreadsheets, email, PowerPoint and databases.
• Demonstrates high standard of ethical and personal conduct
• Ability to understand, analyse and report on information provided in a variety of format

• Ability to plan, manage and monitor work programmes, to organise own and team's workload, maintaining high-quality delivery, and achieving set deadlines and targets.
• Experience of performance management and team management.
• Ability to communicate in a variety of styles, including the production of reports and other forms of communication materials, on complex issues to a wide range of audiences in an appropriate and succinct manner.
• Ability to build effective working relationships and inspire the confidence of elected members, business people, decision makers, community leaders and local people.
• Seek customer feedback, e.g. through surveys and learn from it to improve services.
• Ability to develop staff in customer skills.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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