Customer experience team leader
VIVID
basingstoke
5d ago

Customer experience team leader

Location : basingstoke

Salary : £34,846 + bonus

Closing Date : Friday 07 May 2021

We’re VIVID! We offer a vibrant, friendly, inclusive culture that supports, develops and attracts the best people!

As one team we make a difference to people's lives. Join our journey as we continue to build more homes and brighter futures, giving our customers a safe, secure home and the foundations for their continued wellbeing.

We’re Disability Confident Leaders and proud partners of LGBTjobs. Come and join us and make a real impact on the people within our local community.

We’re Hampshire’s largest provider of affordable homes with around?900?staff, who put our customers at the centre of everything they do.

As a people’ business, we work hard to create a high performing and fun working environment. We invest in our people’s development, whilst looking after their wellbeing with our award-winning initiatives.?

Delivering a great customer experience is one of our values and is at the core of what we do. We’re looking for an experienced team leader who’s passionate about customer service to join our team in Basingstoke.

This’ll be a full-time post working 37 hours per week, on a fixed term contract for 12 months.

On top of a competitive salary, you will also benefit from :

  • 26 days holiday (plus bank holidays), with the opportunity to buy or sell annual leave
  • Annual discretionary bonus
  • A generous contributory pension
  • Medi-cash policy to claim back some medical costs
  • Discounts portal to save money on various products and services, including holidays, shopping and cinema
  • As a customer experience team leader, you’ll manage a team of customer experience advisors within our busy call centre. The advisors handle all contact from our 70,000 customers across our 31,000 homes through a variety of channels.

    This is mostly via phone, however this will also be through digital channels such as email and social media. With a right first time’ approach, you’ll support your team so they can successfully deal with all cases at first point of contact.

    You’ll make sure your team remain fully skilled to be confident in their roles; you’ll continuously monitor their performance and identify gaps in their knowledge.

    You’ll also encourage and drive the team to live our values and act as ambassadors of great customer service throughout the business.

    To be successful, you’ll need to 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 delivering a great customer experience.

    Interviews will be held via Microsoft Teams.

    We’re committed to diversity and inclusion. And want people from all walks of life to apply for our vacancies. We’re a disability confident employer with disabled-friendly offices.

    And we’ll make reasonable adjustments throughout the recruitment process to help you; please note your needs on your application form.

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