Remote Customer Service Team Lead – Coaching & Performance

Platform Housing Group; Stati Uniti; Remoto; USD 60.000 - 90.000; Tempo pieno

Vantaggi offerti da questo lavoro

28 days annual leave pro rata

Family friendly policies

Medicash health plan

Health & Wellbeing plans with cashback

Reward & Recognition scheme

Pension Salary Sacrifice up to 12%

Learning and development opportunities

Descrizione del lavoro

Platform Housing Group is seeking a Customer Service Team Manager to lead a remote-based team of Customer Service Advisors, delivering first-class service and driving KPI performance.

You will coach and develop team members, monitor performance, and collaborate with the Resource and Training Support Officer to address training needs. Occasional travel to Birmingham Business Park may be required.

Competenze

• 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 team performance supports overall KPI improvement.

Mansioni

• Manage, monitor and motivate a team of Customer Service Advisors who are the first point of contact for enquiries by phone and digital services.
• Provide professional, efficient, first-class customer service and demonstrate effective leadership and performance management of the team.
• Develop and coach team members to improve performance and delivery of service; work with the Resource and Training Support Officer on training needs.
• Occasionally travel to the Birmingham Business Park office; oversee workload to cope with fluctuating service demands.

Descrizione del lavoro

Platform Housing Group is seeking a Customer Service Team Manager to lead a remote-based team of Customer Service Advisors, delivering first-class service and driving KPI performance.

You will coach and develop team members, monitor performance, and collaborate with the Resource and Training Support Officer to address training needs. Occasional travel to Birmingham Business Park may be required.