Customer Support Repairs Team Leader

TN United Kingdom; Coventry; On-site; GBP 25,000 - 35,000; Full time

Job summary

Join a prominent housing group dedicated to building thriving communities. As a Team Leader, you'll manage a Repairs Team, ensuring effective support and guidance in a fast-paced environment. This role emphasizes the importance of customer service and teamwork, allowing you to make a real difference in people's lives. You will have the opportunity to develop your leadership skills and contribute to a purpose-driven organization that values progress and people. If you're passionate about helping others and want to grow in your career, this role is the perfect fit for you.

Benefits

Flexible Working Opportunities

Training Programs

Professional Qualifications

Wellbeing Programs

Qualifications

• Experience managing teams and driving performance.
• Strong communication and relationship-building skills.

Responsibilities

• Lead a team handling non-complex repairs via calls and webchat.
• Identify training needs and provide coaching to team members.

Skills

People Management

Communication Skills

PC Skills (Word, PowerPoint)

Excel Skills

Target Achievement

Relationship Building

Contact Centre Experience

Job description

Job Description:

We’re building thriving communities as one of the UK’s largest housing groups and a leading developer of affordable housing.

We believe everyone is entitled to a good home they can afford, in a place they are proud to live. More than , people live in our homes.

If you want to experience work that’s truly rewarding, join us. Because when we achieve together, customers and communities thrive.

Work for Orbit. Believe in people.

The role

Interviews will be onsite on 2nd and 3rd October.

Our Customer Support teams work in a fast-paced environment and interact with many teams across our business. They provide a key service to our customers, dealing with incoming calls relating to Income, Tenancy and Repairs.

We are looking for a Team Leader to manage one of our Repairs Teams and provide effective support and guidance.

This role is based at our Customer Hub in Binley. Customer Support operates from 8am to 8pm Monday to Friday, and 8am to 1pm on Saturday.

This role is part of Customer & Communities, where you'll help us keep our promise to more than , customers.

What you'll achieve

• Lead on a service, dealing with non-complex repairs cases via inbound calls, email, and webchat.
• Manage, motivate, and drive performance with a team of Customer Support Repairs Advisors.
• Identify training needs and provide coaching.
• Work with contractors and wider teams to drive first call resolution.
• Review and improve current processes, sourcing solutions for improvement.
• Work within an operational team to provide customer-focused service in a shift pattern.

What you'll bring

Essential skills

• Ability to effectively manage people through experience or management training.
• Ability to have constructive and challenging conversations.
• Ability to deliver effective working relationships both internally and externally.
• Good PC Skills including Word and PowerPoint.
• Experience of working to targets, supporting a complex business.
• Able to participate in out-of-hours rota / work within shift pattern required.
• Excellent communication and relationship-building skills.
• Experience working within a Contact Centre Environment.
• Intermediate MS Excel skills.

Why Orbit?

Choosing us means being rewarded in every sense. Here’s what you can expect to enjoy with us.

A rewarding experience that works for you

We strive to create an inclusive environment with benefits and wellbeing programmes designed to help you and your loved ones thrive. For a better work-life balance, we offer flexible working opportunities for many roles.

A place to progress

From training programmes to professional qualifications, we provide opportunities to learn and develop at every stage of your career. Whether you’re a student, graduate, or experienced professional, we’ll support you to grow.

For leaders, our tailored development journeys are designed to stretch and strengthen your leadership skills. As well as practical training, we give you access to renowned business schools and experiential programmes for greater breadth and depth of learning.

A purpose to feel proud of

We’re proud to make a difference to people together. We’re values-driven with a commercial focus on performance—because the more profit we make, the more we can achieve for people.

What brings us together is a passionate belief in progress and people.

Read more about the values and purpose that drive us on our careers website.

How we hire

We aim to make our hiring process simple and fair:

• Online application
• Interview(s)
• Decision and offer

We prioritize safeguarding our customers, colleagues, and contractors. Certain roles will be subject to a DBS check.