Call Centre / Customer Service

Customer Relations Team Leader

Full Time

Customer Relations Team Leader
Watford, Hertfordshire
Fixed Term Contract – Maternity Cover until 31st October 2022
Closing Date – 10th February 2022
Interview Dates are – 10th, 11th, 14th and 15th February 2022
At Watford Community Housing, we provide vital services that help people to live better lives. We’re looking for a Customer Relations Team Leader to join our Customer Relations team. You will help us review our services from a customer perspective and ensure the team is providing an excellent customer experience throughout the organisation. This is a fixed-term contract for maternity cover until 31st October 2022.
What’s the role?
As part of our Customer Relations Team, you will use your customer service skills to help us deliver high-quality service to our customers, looking at ways to engage, support and improve the service we offer. You will work in partnership with the Customer Experience Manager to take the Customer Relations team to the next level.
Your key areas of responsibility will focus on the customer and explore new ways of working. They are as follows:
Monthly reporting on feedback including complaints, compliments, and customer satisfaction
Proactive and consistent communication to both internal and external customers whilst promoting this across the organisation
Supporting and empowering the team to improve their performance and professional development
The ideal candidate for this role will have recent and relevant experience within a similar role and as such will be able to demonstrate a good understanding of customer engagement, producing accurate and informative data in report format and providing a high level of communication to both staff and customers whilst adhering to Data Protection protocols.
You will work effectively and proactively with colleagues to improve customer satisfaction and resolve customer queries.
In this role you will need to:
Ensure a high standard of customer service
Take personal responsibility for leading a team
Be forward-thinking and offer solutions for customers
Produce data in report form
What are we looking for?
You will be customer-focused, with the ability to interact empathetically with a wide variety of people. You’ll have an excellent grasp of customer satisfaction and an understanding of how this is measured. You will have a background in customer service, and knowledge of the housing or construction sectors would be a distinct advantage.
At least 5 years’ experience in customer service
Experience managing and developing staff
You will need to hold a UK driving licence with access to a suitable vehicle, with insurance cover for business use.
You will need to maintain a satisfactory basic level DBS check.
Knowledge of Microsoft Office including Excel
Knowledge of the housing sector
NVQ in Customer Service
What can we offer you?
We know that people are our most valuable assets, so we offer a range of benefits including 28 days’ annual leave, an employer pension contribution of up to 11%, development opportunities and access to a comprehensive employee rewards scheme.
How to apply
If this sounds like your next role, click ‘apply now’, tell us why you’ve got what it takes and send us a copy of your current CV.
Please note we reserve the right to close the vacancy early if we receive a large response

Employment Type Permanent

Advertiser Type Agency