Vacancy Details

Can you deliver best in class Customer service and empower others to do the same?

Your Housing Group now has an opening for a proven Customer Service Team Leader to join the business within our new Repairs and Maintenance team. This opportunity is available due to growth as we increase the size of our Repairs Customer Service function, to support our customers and offer a best in class customer service and experience. The role will initially be home based due to lockdown but will at some point in the future will be based at our new, modern Repairs Centre in Birchwood Warrington, when it is safe to do so.

This role isn’t about the number of contacts you and your team handle. It’s about Right First Time and providing successful resolutions to our tenants for any repairs they require at their homes. It’s about taking ownership of some of the more escalated calls and queries until resolved and ensuring your team have the skills, knowledge and experience they need to deliver excellent customer service within operational target requirements

Working as one of a team of 4 Customer Service Team Leaders you will collaborate with your counterparts to effectively deliver a best in class customer service offering, and effectively and efficiently manage performance across this multichannel Customer Service Contact Centre.

As a Customer Service Team leader here at YHG, you will manage a team of 10 Customer Service Advisors that are providing first line support to our customers around general repairs & maintenance tasks that may be needed at their property. You will have full autonomy for the day to day people management of your team including daily meetings, 121s, performance development reviews, holiday management etc, and will play a pivotal role in their coaching and development within the Repairs Centre. Due to this previous staff management experience is required.

As Customer Service Team Leader, you will personally take responsibility for the management of more complex queries from our customers and will also manage contacts based around escalated areas such as safeguarding, wellbeing and risk, and will manage any queries from Customers via a range of social media channels (website, email etc.)

Experience of working in a Contact Centre environment with close links to Housing, Property or Facilities Management Repairs & Maintenance, is required for this role, along with the drive and passion to deliver a first-class service to help us be a great landlord to our customers!

To be a successful Repairs Centre Team Leader here at Your Housing Group, you will need to be flexible, resilient and customer focused. You will have the confidence to problem solve at a senior level and take ownership through to resolution and will champion Right First time and Best in class customer service throughout both your team and the wider business.

As well as a competitive salary, we also offer some great benefits including 25 days annual leave (increases with length of service), option to buy further holidays (upto 1 week), a Health Care Plan, Pension Scheme (matched up to 8%), Childcare vouchers, shopping discounts, savers club, subsidised Gym Memberships and half price cinema tickets.

As this role allows access to confidential tenancy information, we are unfortunately unable to accept applications from existing tenants/residents or those who have an association with existing tenants/residents.

Your Housing Group