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Contact Centre Team Leader

Job Title: Contact Centre Team Leader
Contract Type: Permanent
Location: Hitchin, Hertfordshire
Salary: £30000 - £31500 per annum
REF: EM07062_1654608649
Contact Name: Elle Muller
Contact Email:
Job Published: 2 months ago

Job Description

Contact Centre Team Leader
Full time, permanent role
£30-31.5K per annum

We currently have a fantastic opportunity for a Contact Centre Team Leader to join a Housing Association based in and around Letchworth.


You will manage a team of Housing Services Advisors to equip them to provide a high quality customer focused service to all customers of settle, contacting us through our contact centre.


  • Ensure the team responds with a high quality service to a wide range of customer enquiries received by telephone, email, face to face reception, post, and digital channels
  • Have skills and experience which will enable you to work as part of the team and support advisors to meet our high customer service and performance standards
  • Monitor team performance to meet KPIs and SLAs
  • Coach and support team members to meet and exceed standards
  • Recruit, induct, train and develop your team
  • Deal effectively with escalated customer complaints
  • Ensure contact information is recorded accurately on our systems in a professional and timely manner
  • Ensure the team follow relevant policies, processes, performance targets and service standards, and proactively propose developments to support continuous improvement
  • Ensure compliance with financial processes and procedures
  • Work closely with support teams in Customer Services and Commercial Services.
  • Ensure the performance of outbound contacts activity meets expectations and targets
  • Ensure all customer reception areas and resources are maintained to a high standard

If you are interested in this role, please apply with your CV.


Keywords: Contact Centre Team Leader, Housing Officers, Tenants, Housing Association, Letchworth