Customer Care Team Leader

Rydon; London; On-site; GBP 125,000 - 150,000; Full time

Job summary

An established industry player is seeking a Team Leader for their Customer Care team in London. This newly created role offers a unique opportunity to lead and enhance customer service standards while overseeing a dedicated team. The successful candidate will ensure that customer queries are addressed promptly and effectively, maintaining the highest levels of satisfaction. This role not only involves supervisory duties but also emphasizes the importance of understanding customer needs and implementing service improvements. Join a progressive company committed to professional development and excellence in customer care.

Qualifications

• Experience in Social Housing and understanding of reactive repairs.
• Strong communication and interpersonal skills are essential.

Responsibilities

• Oversee Customer Care Officers and ensure high levels of complaint handling.
• Coordinate correspondence and investigate service failures.

Skills

Organizational Skills

Problem-Solving

Communication Skills

Record-Keeping

Conflict Management

Motivational Skills

Job description

Overview

We are pleased to offer this new career opportunity for internal applicants (current Rydon employees). We encourage you to apply and look forward to discussing the next part of your career journey.

We are currently seeking a Team Leader within our Customer Care team in Brockley, London. This is a newly created role and offers the opportunity for the successful applicant to take on additional supervisory duties, whilst still maintaining a strong focus on understanding customer queries and compliments to ensure they are resolved to the highest standards.

The closing date for applications is by close of business on Monday 17th February

Job Purpose

The successful candidate will be responsible for overseeing our existing Customer Care Officers, ensuring high levels of resident and complaint handling. You will be the main point of contact within the Branch for Customers, Team members and Partners to ensure delivery of contractual obligations within Customer Care.

Key Responsibilities include:

• Responsible for co-ordinating all correspondence and complaints, ensuring that they are logged, forwarded to the appropriate team for investigation, and appropriate responses drafted and delivered within timescale and in line with the Housing Ombudsman complaint handling code.
• Contract obligations to be prioritised with regard to Customer Care, Customer Satisfaction and Mould and Damp survey criteria, and reported to the Customer Care Manager within agreed timescales.
• Case Studies to be developed for Service Improvements and Lessons Learnt and shared as best practice with team and Manager.
• Ensure that service promises are logged and tracked, followed up and completed within agreed timescales.
• Investigate and identify service failures and report on findings.
• Identify trends in unsatisfactory performance and ‘service failures’ and propose solutions for service improvement and training.
• Monitor, manage and analyse customer feedback and report to the Customer Care Manager where necessary.

This is a great opportunity to support the continuous improvement of the business and development of the Customer Care team.

Experience Required

• Knowledge and experience of work within Social Housing and experience/understanding of reactive repairs and life cycle replacements in Social Housing.
• Strong organisational skills and problem-solving ability.
• Evaluate options available and make informed decisions when required.
• Excellent oral and written communication and interpersonal skills to be able to communicate effectively across the business.
• Accurate record-keeping skills.
• Manage confrontation in a calm and positive manner.
• Act with professionalism, integrity, honesty and openness at all times.
• Good motivator, ability to alter methods of motivation to suit differing situations.

Additional Information

As a well-established, progressive company we are committed to attracting and retaining individuals by offering an excellent benefits package that includes a wide range of core and voluntary benefits.

Rydon is an equal opportunities employer and promotes diversity in employment. Successful candidates will be selected solely on their ability to carry out the duties of the post.

To apply online, please use the 'apply for this job' link at the top of this page.

Our application process is very straightforward allowing you to apply with a CV (from your Computer or Dropbox), LinkedIn, Facebook or Google+ and should take no more than a few short minutes.

For more details on our culture and what it’s like to work at Rydon, please click here.

Further information on how to apply can be found by clicking here.