Job Introduction
Are you a driven leader with experience in a contact centre? Well, this could be the role for you as we’re on the lookout for a Team Manager to join our Customer Experience leadership team to oversee the delivery of a high quality service to our customers.
Leading the beating heart of Yorkshire Housing, you’ll be responsible for the day to day running of our Customer Experience Centre, ensuring all colleagues have the correct support and guidance needed to provide fabulous customer service.
Sounds like you? Give the below a read to find out more…
What you’ll be getting up to
You’ll proactively manage and support your large team, who support our customers across voice and digital channels. You'll be identifying any improvements to be made and coming up with new ideas and ways of working. You’ll also be responsible for ensuring operational running is aligned with YH’s high standards of customer service.
You’ll motivate your team to take pride in the service they provide, do the right thing, not the easy thing always putting the customer at the heart of what they do. You’ll create a culture of inclusion and continuous development. You’ll take proactively ownership of customer complaints and operational issues to ensure the service is delivered efficiently and key targets are met.
A key point of contact across the business, you'll be the go-to person all things operational around for the Customer Experience Centre. You'll take responsibility and contribute actively to service development through involvement in projects, policy formulation, business development and the achievement of strategic aims and objectives, ensuring that external factors such as good practice and national policy are taken into account where appropriate.
Want to know more? There’s lots of more useful information you can find in the Role Profile!
So, what do we need from you?
- You’ll have previous experience in a contact / call centre environment and coaching colleagues to meet operational targets/ standards - you'll also be a pro at developing and motivating a remote team
- You’re aware of what it takes to deliver a service to the agreed cost, time scales and standards
- Excellent IT skills and must be comfortable using Excel, Word and multiple systems
- You’re target-driven and work well under pressure
- You have excellent planning and organisational skills and are able to respond and react as priorities change
- You’re passionate about developing people and are always looking to push people to the next level and enhance their skills
- You’ll have bags of experience when it comes to building relationships both internally and externally
- Ability to confidently deal with difficult situations, conflicts and complaints positively
- Knowledge of relevant legislative and regulatory framework
- The ability to deal with difficult situations, conflicts and complaints positively
- Analytically driven and able to work with large volumes of information and complex data to provide insights and reports on service delivery
What’s in it for you…
The salary for this role is £38,796.10 per annum for a 35 hour week, 25 days annual leave (rising annually to 30 days) plus Bank Holidays.
We offer a reward package to suit everyone. At YH, you can claim back for prescriptions, eye tests and more with our cash plan, make the most of a variety of retail discounts and take advantage of our pension scheme where we’ll match your contributions up to 9%, just to name a few.
Our people’s health and wellbeing is one of our top priorities, and you can make the most of our readily available wellbeing support package. This includes access to a library of free fitness classes, as well as an instant My GP service and free counselling sessions with a trained professional.
So, now you’re really interested?
At YH, we’re actively building a work environment that’s inclusive as well as diverse. We believe difference is what makes us stronger and recognise the importance of our teams reflecting the communities we serve, so we welcome and encourage candidates from all backgrounds for this role.
We know that not all candidates will meet every single desired requirement. If your experience looks a little different from what we've identified and you think you can bring value to the role, we'd love to learn more about you, please go ahead and apply!
If you require additional support with your application, please contact us by email at recruitment@yorkshirehousing.co.uk.
The fine print
The closing date for applications will be 10.11.24- we can see this one being really popular so don’t wait to get your application in and remember to speak with your manager if you are thinking of applying.
