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Repairs Contact Centre Team Leader
Leyland, Lancashire
3 months+
17 PAYE + holiday
Hamilton Woods Associates are currently recruiting for a Contact Centre Team Leader to work for a housing association in Lancashire within their repairs function.
Office working will be required 5 days a week and will be supporting a team of x6 Repairs Advisors and x3 Customer Liaison Officers, who are a crucial link between tenants and the teams delivering their repair and improvement works.
Responsibilities of the Repairs Contact Centre Team Leader:
- Providing day to day supervision of a team of x9 Repairs Advisors and Customer Liaison Officers
- Carrying out one to ones, performance reviews, and thorough coaching and support
- Assisting the Customer Services Manager to investigate complaints, identifying and actioning learning opportunities and prepare written responses to tenants.
- Providing a consistently high standard of customer service to all internal and external customers, ensuring high levels of customer satisfaction are achieved.
- Carrying out performance monitoring and feedback
- Monitoring workflow and ensuring an excellent service is provided to customers within set timescales and service standards.
- Working with operatives, contractors and managers where concerns are highlighted to ensure a satisfactory outcome is achieved for tenants
- Effectively managing and reporting on disrepair claims.
- Liaising with solicitors and independent experts in relation to any legal claim for disrepair and ensure a timely and satisfactory resolution.
- Identifying trends and suggesting practical improvements to minimise recurring issues or concerns raised by tenants.
- Evaluating customer feedback and identify ways to enhance customer service and satisfaction.
- Engaging with customers by phone and face to face to resolve concerns and minimise the escalation of complaints.
To be considered for this exciting role, please contact Bethan Hall - Associate Director at Hamilton Woods or apply online with a covering note of your experience and suitability. Due to the exceptionally high level of applications if you have not heard back from HWA within 7 - 10 days, it is regrettable that we cannot reply to everyone with feedback directly and please co
