This role is offered on a fixed‑term basis for 10 months, working 30 hours per week (flexible over 4‑5 days).
Working alongside another experienced Customer Contacts Lead, this role is responsible for the day‑to‑day management of the Contact Centre, ensuring services are appropriately resourced and rotas are in place so customers can contact us easily and receive good outcomes. Reporting to the Customer Experience Project Manager, you’ll manage and support a small team of Customer Experience Advisors, promoting clear communication, high standards of customer service and a compassionate, professional response to a wide range of customer enquiries.
Responsibilities
- Manage the day‑to‑day operations of the Contact Centre, including resource planning and rota management.
- Supervise and support a small team of Customer Experience Advisors.
- Ensure clear communication, high standards of customer service and a compassionate, professional response to a wide range of customer requests.
- Plan and manage rotas and staffing day‑to‑day and for longer term.
- Handle sensitive situations professionally and maintain high customer inclusion and accessibility standards.
Qualifications
- Experience of managing or supporting a team.
- Experience in a contact centre or customer service environment.
- Strong communication skills, including handling sensitive situations professionally.
- Commitment to customer inclusion and accessibility.
- Good IT and digital skills, including use of CRM systems and Microsoft tools.
- Ability to understand and use data to support service delivery.
- Understanding of GDPR and data protection when handling customer information.
- Knowledge of the housing sector is beneficial but not essential.
Benefits
- Salary: £3,306 – £3,769 per annum, pro rata.
- Working hours: 30 hours per week, flexible over 4‑5 days.
- Generous holiday entitlement: 27 days annual leave, statutory bank holidays plus an additional 4 SYHA days, pro rata.
- 5% pension contribution.
- Excellent flexible working options including Flexi Time, Condensed Hours, Part Time, and Job Share.
- SYHA Rewards – employee discount scheme, offers cashback and shopping discounts, plus advice and resources on health, eating, financial wellbeing, exercise and mental health.
- Westfield Health (employer‑paid).
- Counselling support.
- Discounted gym membership.
- Cycle to work scheme.
- Access to a wide range of programmes to train and develop you.
This role is offered on a fixed‑term basis for 10 months, working 30 hours per week (flexible over 4‑5 days).
Working alongside another experienced Customer Contacts Lead, this role is responsible for the day‑to‑day management of the Contact Centre, ensuring services are appropriately resourced and rotas are in place so customers can contact us easily and receive good outcomes. Reporting to the Customer Experience Project Manager, you’ll manage and support a small team of Customer Experience Advisors, promoting clear communication, high standards of customer service and a compassionate, professional response to a wide range of customer enquiries.
Responsibilities
- Manage the day‑to‑day operations of the Contact Centre, including resource planning and rota management.
- Supervise and support a small team of Customer Experience Advisors.
- Ensure clear communication, high standards of customer service and a compassionate, professional response to a wide range of customer requests.
- Plan and manage rotas and staffing day‑to‑day and for longer term.
- Handle sensitive situations professionally and maintain high customer inclusion and accessibility standards.
Qualifications
- Experience of managing or supporting a team.
- Experience in a contact centre or customer service environment.
- Strong communication skills, including handling sensitive situations professionally.
- Commitment to customer inclusion and accessibility.
- Good IT and digital skills, including use of CRM systems and Microsoft tools.
- Ability to understand and use data to support service delivery.
- Understanding of GDPR and data protection when handling customer information.
- Knowledge of the housing sector is beneficial but not essential.
Benefits
- Salary: £3,306 – £3,769 per annum, pro rata.
- Working hours: 30 hours per week, flexible over 4‑5 days.
- Generous holiday entitlement: 27 days annual leave, statutory bank holidays plus an additional 4 SYHA days, pro rata.
- 5% pension contribution.
- Excellent flexible working options including Flexi Time, Condensed Hours, Part Time, and Job Share.
- SYHA Rewards – employee discount scheme, offers cashback and shopping discounts, plus advice and resources on health, eating, financial wellbeing, exercise and mental health.
- Westfield Health (employer‑paid).
- Counselling support.
- Discounted gym membership.
- Cycle to work scheme.
- Access to a wide range of programmes to train and develop you.
#J-18808-Ljbffr…