Part-Time Customer Service Team Leader

We are currently seeking to recruit a Customer Service Team Leader to join our Contact Centre team. This role is a part of our Customer Service Team, to manage, monitor and motivate a team of Customer Service Advisors who are the first point of contact for enquiries from customers by telephone and a range of digital services. The team will be providing an out of hours service to our customers, ensuring customers are receiving a best-in-class customer service. You will also need to provide a professional and efficient, first-class customer service, as well as demonstrate effective leadership and performance management of the team. If this sounds like you, we would love to hear from you. What could you be doing The Customer Service Team Leader will be responsible for the overall management of the out of hours Customer Service Advisors to provide the best possible service to customers. As a main point of contact for a team of customer service advisors you will demonstrate effective leadership and performance management to pro-actively oversee any real time system or technical issues. You will develop and coach team members to improve performance and delivery of service. Working 24 hours per week, the shifts patterns are 8am to 8pm on weekends with the requirement to also work on Bank Holidays. Whilst this is a home-based role, the successful candidate will be expected to travel to either our Worcester or Birmingham Business Park office once a month. During the training period travel to the office will be required approximately twice a week.

• Experience in a Customer Service role, based within a contact centre environment.
• Experience within a Team Leader or Senior Customer service role would be preferred but not essential.
• Passionate about delivering excellent customer service taking pride in delivering high quality services and seeks to develop personal skills.
• Excellent communication skills are key to being successful in this role, with the ability to interact with people of all ages and backgrounds. You will use your empathy and people skills to be able to diffuse difficult conversations.
• The ability to problem solve and find solutions to problems will be key for Team Leaders. You will be someone who takes ownership of tasks.
• The ability to work in a performance driven environment.
  
  Join us and find your purpose at Platform!
Working with us is more than just a job, you will be joining an amazing organisation that values you and your contribution, and where you can truly make a difference and change people's lives. You will join the largest social housing association in the Midlands. We're much more than just houses; we build homes, strong communities, and make a real and positive difference to the lives of our customers. We recognise the unique and individual needs of people, so if you are interested in this role but would like to explore a different way of working to the standard Monday to Friday, 9-5 approach, then please highlight this on your application or discuss it with us at the interview stage. After all, we want to attract the best people to work for us and we know that one size does not fit all. Platform is a great place to work, we offer lots of opportunities for you to get involved, share ideas and shape what we do - from networking groups through to fun community and social events. This is an exciting time to join us, that will provide you with real exposure to the wider dynamics of a truly modern housing association that will play a major part in delivering our 5-year corporate strategy., We put colleagues and customers at the heart of all we do. Valuing difference, we are free to challenge each other and are open and honest in our relationships. Own It We say what we'll do and then we do it. We listen, understand and are empowered to make decisions. We look for our own ways to learn and adapt and focus on what we can do. One Team We are connected, collaborative and in it together. We want everyone to reach their potential and be the best they can be. We actively support each other to make this happen. Be Brave We are curious and courageous. We look for better ways to do things, are comfortable trying them and learn quickly. We are not afraid to stand out from the rest and celebrate our successes.

Salary Up to £19,718 + Excellent Benefits Location Home-Based with occasional travel to our Worcester and Birmingham offices Mergefield Title {Mergefield Value} Mergefield Title {Mergefield Value} This is a Permanent, Part Time vacancy that will close in {x} days at {xx:xx} BST.,
• 28 days annual leave (pro rata) with the opportunity to buy and sell leave
• Family friendly policies
• Medicash health plan membership for all employees which includes access to an employee assistance programme, discounted gym membership and exclusive discounts
• Non- contributory Health & Wellbeing plans with cashback for dental, optical, physio and complementary therapies
• Reward & Recognition scheme with retailer discounts and cash back
• Pension Salary Sacrifice contribution scheme with employer contributions of up to 12% (inclusive of life assurance and dependent on employee contributions)
• Supportive working environment with great learning and development opportunities