Contact Centre Team Manager

Location: East Regional Office
Contract Type: Permanent
Salary: £40,966 per annum
Hours: 35 hours per week

Closing Date: 19th May 2024

At Accent we believe everyone has the right to a safe, secure and warm place to call home. Are you ready support our Repairs team to go above and beyond, helping our customers with their repairs and maintenance queries?

We’re looking for a Contact Centre Team Manager to join our Repairs team in Peterborough.

About the role and person:

Always motivated to achieve brilliant standards of service on every call, our Customer Service Advisors take direct calls from customers, diagnosing faults and raising jobs to ensure their home repairs and maintenance needs are met. It can be a stressful time when things go wrong so strong communication skills, empathy, professionalism and resilience are key.

As a Contact Centre Team Manager, you’ll create an environment where our colleagues feel empowered to put the customer first and provide the best solutions. You’ll lead by example, supporting the team with escalations, ensuring that KPI’s are met and that we’re delivering the brilliant Repairs and Maintenance services our customers deserve. You’ll carry out call audits to ensure the team are communicating with customers, contractors and internal stakeholders to resolve repair related queries and ensure the team is receiving regular coaching and development.

Our contact centre is open Monday – Friday 8am to 6pm. Flexibility to pick up urgent queries outside these hours may also be required from time to time. You don't need to know about home repairs and maintenance - we'll provide the training you need. Our office facilities include free parking, a café and free access to an onsite gym.

What skills/behaviours do you need to be a Contact Centre Team Manager?

Experience of working within a busy customer focused environment with the ability to demonstrate exceptional customer service skills including dispute management
Experience of leading and managing a team in a high volume work environment
Ability to engage and motivate a team to get the best from them
Strong negotiation and communication skills – verbally, in writing and able to present these in a team meeting setting or during 1-2-1’s
Experience of performance management
Ability to manage a busy workload with conflicting priorities
A positive and practical approach to problem solving
Experience of working in a pressurised environment
Confidently use Microsoft Office and other IT systems
An understanding of Contact Centre technology
Experience in multi channel customer support
Knowledge of home repairs and maintenance services is desirable.
Location

The successful candidate will be required to live within a commutable distance to our Peterborough office as this post requires you to be on-site. Upon completion of probation, dependent on meeting of role requirements there may also be the opportunity for hybrid working.

Salary:

The spot salary for this post is £40,966 per annum for applicants who fully meet the requirements of the post. Applicants, who do not meet all the requirements of the post, will start 5% or 10% below the spot salary.   

What will you get from us?

In addition to a competitive salary, we also have a focus on employees’ development. We support both professional and personal development, ensuring everyone has a development plan and provide access to a wide range of internal and external learning resources.

You’ll also receive:

28 days paid holiday (pro-rata excluding bank holidays) per year rising by 1 day per year up to a maximum of one working week.
A choice of Pension Schemes including a Defined Benefit Scheme with a 7.5% member contribution or a Defined Contribution Scheme with a 4% member contribution and 4% employer contribution. Both pension schemes provide Life Insurance Cover.
Option to purchase additional holiday of up to 2 of your working weeks (at managers discretion).
Employee Assistance Programme.
"Hapi" Benefits App with multiple discounts.
Cycle to work scheme.
Free on-site gym
Free parking

Who are Accent?

We own around 20,400 houses across the North, East and South of the country. They are home to over 41,000 customers. We exist to improve lives, providing people with high quality homes, affordably. Whatever their housing need, whether family, single, older or more vulnerable – our customers come first. They are always at the very heart of our business.

If you feel great about putting customers first, then we feel great about you joining the Accent team.

If you require reasonable adjustments to any part of our recruitment process, please let us know we will ensure requirements are met.

Please don’t delay in submitting your application. Where roles are urgent or we receive a high volume of applications, we may interview and conclude the process prior to any closing date indicated.

Please note candidates must have current eligibility to live and work in the UK, this position is not eligible for visa sponsorship.

Join us and start your own journey with Accent. We aim to be number one, and you could help us get there.

You may also have experience in the following: Client Services Team Lead, Support Team Manager, Customer Support Manager, Call Centre Operations Supervisor, Customer Care Team Leader, Contact Centre Shift Supervisor, Customer Service Team Leader, Client Relations Manager, Customer Engagement Supervisor.

REF-(Apply online only)