Home-Based Customer Experience Team Leader

Platform Housing Group; Birmingham; Hybrid; GBP 36,000 - 40,000; Full time

Benefits offered by this job

28 days annual leave

Medicash health plan

Pension salary sacrifice

Discounts & cashback

Development opportunities

Job summary

Platform Housing Group is seeking a Customer Service Team Manager to lead a team of Customer Service Advisors. The role is home-based with occasional travel to our Birmingham Business Park office, handling inquiries via phone and digital channels to deliver high-quality service.

You will develop and coach staff, monitor performance, address coaching needs, and drive KPI improvements in a dynamic contact-centre environment.

Qualifications

• Leadership experience in a contact centre environment.
• Experience developing and motivating a flexible workforce to cope with fluctuating demands.
• Experience in performance coaching through 1-2-1s and development plans.
• Awareness of how individual performance supports overall KPI improvements.

Responsibilities

• Manage, monitor and motivate a team of Customer Service Advisors.
• Ensure professional, first-class customer service across telephone and digital channels.
• Provide leadership and performance management of the team.
• Develop and coach team members to improve performance and service delivery.

Skills

Leadership experience

Contact centre experience

People management

Performance coaching

KPI management

Problem solving

Job description

Platform Housing Group is seeking a Customer Service Team Manager to lead a team of Customer Service Advisors. The role is home-based with occasional travel to our Birmingham Business Park office, handling inquiries via phone and digital channels to deliver high-quality service.

You will develop and coach staff, monitor performance, address coaching needs, and drive KPI improvements in a dynamic contact-centre environment.