Customer Hub - Reception Team Leader

Torus Group; St Helens; Hybrid; GBP 28,000 - 35,000; Full time

Job summary

Torus Group is seeking a motivated Customer Hub - Reception Team Leader to join our Customer Services team across Liverpool, St Helens and Warrington offices. You will lead and develop a team of Customer Advisors, coach colleagues, monitor performance, plan rotas and ensure timely, first-point-of-contact resolutions.

The role involves working across sites, contributing to service improvements and ensuring high customer satisfaction through proactive leadership and collaboration.

Qualifications

• Experience leading customer-focused teams and delivering high-quality service.

Responsibilities

• Lead, motivate and develop a team of Customer Advisors.
• Provide day-to-day support and coaching to drive compliance and quality.
• Drive performance against KPIs and champion continuous improvement.
• Plan rotas, annual leave and attendance to meet service demands.
• Monitor data and insights to identify service improvements.
• Resolve escalated enquiries and support policy implementation.
• Collaborate with internal departments and external partners to deliver outcomes.
• Promote a customer-focused approach and first-contact resolution.

Skills

Leadership

Team development

Customer service

Performance monitoring

Communication

IT skills

Education

GCSE English and Maths

CIH Level 4 (advantageous)

Tools

Microsoft Office

CRM systems

Job description

We are looking for a motivated and customer-focused Customer Hub - Reception Team Leader to join our Customer Services team. This is an excellent opportunity for someone with a passion for delivering outstanding customer experiences, developing high-performing teams and driving service improvement.

Reporting to the Customer Hub Senior Team Leader, you will provide day-to-day leadership, support and coaching to a team of Customer Advisors, ensuring the delivery of a responsive, customer-focused service across our operating areas. You will play a key role in monitoring performance, managing resources, maintaining service standards and ensuring customers receive timely and effective resolutions at the first point of contact wherever possible.

Working pattern:

This role is based across our Liverpool, St Helens and Warrington office locations, and the successful candidate will be required to work across all three sites in line with operational and business requirements. In addition, the post holder will participate in the Housing Out of Hours On-Call Rota, providing cover approximately one week in every twelve. This is a key aspect of the role, supporting the continued delivery of responsive services outside of normal operating hours.

What you'll be doing:

• Manage, motivate and develop a team of Customer Advisors, ensuring the delivery of high-quality customer services.
• Provide day-to-day support and advice to colleagues, promoting compliance with policies, procedures and quality standards.
• Drive performance against Contact Centre KPIs and contribute to a culture of continuous improvement.
• Plan and deploy resources effectively, including managing rotas, annual leave and attendance to meet service demands.
• Monitor performance data, telephony reports and customer insight to identify service improvements and opportunities for review.
• Resolve escalated and complex customer enquiries, complaints and referrals, including Anti-Social Behaviour cases where appropriate.
• Support the development and implementation of policies, procedures and operational changes in response to business needs.
• Contribute to service improvement initiatives, projects and transformation programmes across the Customer HUB.
• Work closely with internal departments, external agencies and partners to support service delivery and achieve positive customer outcomes.
• Promote a customer-focused approach, embedding Every Contact Counts and first point of contact resolution.
• Carry out audits and quality reviews to ensure compliance with policies, procedures and service standards.
• Prepare and contribute to performance reports, statistical information and service updates.
• Support the delivery of efficient, cost-effective services that provide value for money and meet customer needs.
• Champion customer feedback and involvement, using insight to help shape and improve service delivery.
• Participate in the Housing Out of Hours On-Call Rota, providing cover approximately one week in every twelve.

Experience working in a customer-focused environment, with a proven track record of delivering excellent customer service and improving customer outcomes.

• The ability to lead, motivate and develop others, creating a positive and high-performing team culture.
• Experience monitoring performance, analysing data and identifying opportunities to improve services, processes and the customer experience.
• Strong organisational skills, with the ability to manage resources effectively, prioritise workloads and perform well under pressure.
• A confident decision-maker with a sound understanding of policies, procedures and risk, and the ability to resolve complex situations.
• Experience building effective relationships with colleagues, customers and stakeholders, combined with excellent communication and influencing skills.
• A flexible and resilient approach, with the ability to adapt to change and support others through change initiatives.
• Strong IT skills, including experience using Microsoft Office applications and other business systems.
• The ability to work across our Liverpool, St Helens and Warrington office locations, five days per week, in line with business requirements.
• Evidence of professional development and a commitment to continuous improvement. A CIH Level 4 qualification, or willingness to work towards this, would be advantageous.
• GCSEs (or equivalent) in English and Maths.

Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed:

• Right to work verification.
• Qualification certificate check (where applicable).
• Two satisfactory references.
• Occupational Health questionnaire.
• DBS check if applicable (Standard/Enhanced).
• Completion of all new starter documentation, including signed terms and conditions.