As a customer experience team leader, you’ll line manage a multi-skilled team of customer experience advisors who handle all contact from our customers across our 30,000 homes. The majority of cases will be dealt with at first point of contact, striving to provide a ‘right first time’ service to our customers.
You’ll continuously monitor your team to identify gaps in their knowledge and where upskilling is needed. This is so we can be sure that we deliver an excellent customer experience at every opportunity. You’ll ensure that your team live our values and act as ambassadors of great customer service throughout the business. You’ll also promote our mission to shift to ‘digital’ and enable this to happen.
You’ll have a strong background in service delivery within a customer focused environment at a senior/management level. (Preferably within housing, though this isn’t essential). You’ll bring your enthusiasm and drive to succeed, as well as excellent communication skills and passion for customer service to allow you to be successful in this role.
If successfully shortlisted, you’ll be contacted and asked to record some interview questions via video on the recruitment system. And if you’re successful after this, you’ll be invited to an interview on 5 March 2019 at our Basingstoke office.