Job Introduction

So…. What is this role exactly?

This is a new opportunity, here at YHG to join our growing and newly centralised Customer Resolution team as a Team leader.  An important role for the team, integral to the operations of the division in which you will be one of a team of two, Team Leaders, each managing a small, collaborative team of Resolution Advisors who put the customer at the heart of everything they do!

What will my working week look like?

This is a home-based role (in the Northwest), where you’ll be working 35 hours a week, which can be flexible around you, Monday-Friday.

Although you will be homebased, it’s essential you live within a 25-mile radius of our Head Office in Warrington to attend team days, training and meetings when needed

What will I be responsible for doing?

You will be responsible for a team of three Customer Resolution Advisors initially, providing line management support, supervision and coaching of your team. Here at YHG, we have a significant focus on ensuring we are having meaningful conversations with our customers to enable maximum efficiency in the delivery of resolutions to them and ensure appropriate outcomes are achieved for all involved. You will play a key role in this, regularly undertaking call & complaint audits and assessing the team against our KPIs.  You will also participate in, and share best practice, with the Learning Group providing them with information and guidance to enable business improvements to be identified. As Team Leader you will also take the lead in resolving the more complex complaints in process that have been escalated to Stage 2, including any CEO complaints responding to MPs and local Councillors and any Ombudsman enquiries received by the business.

And what would make me stand out from the crowd?

To be a successful Income Team Leader, here at YHG, you will need.

• Proven experience of leading and developing a team
• High expectations around quality & delivering a great customer experience
• Experience in social housing or from a strong complaints management background
• The ability to undertake quality assurance checks & provide balanced, constructive feedback

Ideally you will have …

• Knowledge of The Housing Ombudsman Complaints Handling Code
• A Good level of resilience, able to prioritise conflicting demands
• Excellent organisational, communication and problem-solving skills
• A Customer centric approach and a desire to provide a best-in-class service

That all sounds great, what’s in it for me?

In return we offer a salary in the range of £28,000 to £34,000 You’ll also have 25 days annual leave, pro-rata (holidays also increase with length of service) plus Bank Holidays, but our employee deal offers much more than just a competitive salary and holiday allowance.

On top of this, we’ll provide you with a great benefits package, including a contributory pension where we match whatever you choose to contribute (up to 8%), an advanced level Healthcare cash plan through BHSF, that doesn’t just provide dental and optician cashback but also health and wellbeing benefits (such as 24/7 GP Access, money back from prescriptions and alternative therapy treatments) and an amazing discount scheme that gives you access to half price cinema tickets, subsidised gym memberships and a huge range of discounts with some of the biggest high street and online names.

And who are Your Housing Group?

Your Housing Group is a registered social landlord helping people at every stage of life to live in quality homes they can afford.

As one of the North’s sector-leading landlords, we are proud to play our role in tackling the UK's housing crisis by continually reinvesting in our 29,000 properties and tailoring our services to meet the diverse needs of our customers. We also build over 1,000 new homes each year.

We’re an employer of choice, over 88% of colleagues here recommend us as a 'great place to work'.

Your Housing Group