Customer Service Team Leader

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Are you an experienced team leader looking for a fresh challenge? Do you have a passion for delivering excellent customer service and the ability to instil this passion into your team of Customer Service Officers? We have an exciting Customer Service Team Leader opportunity within our Customer Contact Centre.

This is a full-time, permanent role working 35 hours per week, Monday to Friday between the hours of 8am - 6pm.

As the Customer Service Team Leader, you will be:

• Responsible for leading a dynamic and fast-paced team of multi-skilled telephony-based Customer Service Officers to deliver a brilliant, seamless, right-first-time service to our customers always
• Overseeing the team’s day to day workload and ensuring all work is carried out to the highest standards
• Driving the development of your team by providing coaching, mentoring and effective performance management and 1-2-1's.

Our ideal candidate? We’re seeking candidates who are passionate about delivering a brilliant customer service through high performing teams and who inspire others by role modelling behaviours. You’ll also have the following skills / experience:

• Experience working as a team leader within a contact centre
• A proven record of monitoring the performance of a team and undertaking performance management processes to ensure that issues are addressed quickly and effectively
• The ability to lead, manage and develop high performing teams to deliver best practice and a high-quality service.

Who are Midland Heart? We’re a leading and ambitious housing organisation providing people with an affordable place to call home. We welcome people from every walk of life, at every stage of their career. We expect a lot from our people but in return you can be assured of a great place to work, where you will be well rewarded and where great people are able to succeed. Whether you want to build your career with us, or use your experience to move on, we’re here to develop your potential.

Interested? For a full Role Profile, please click ‘Candidate Information’ below. Applying is easy - simply register on our candidate portal and submit your CV and Cover Letter.

Closing date for receipt of completed applications is midnight on Wednesday 5th July 2023. 

We’re proud to be a Disability Confident Employer. Please feel free to contact us if you would like to discuss any adjustments you might need in order to be successful in this role.