Basildon (On-Site)
Permanent, Full time
No DBS check required
£34,300 to £40,300 - based on experience and which team you will be leading
The vacancy
Role purpose:
To manage and develop a team within the Contact Centre or Complaints Directorate, ensuring service levels are met and staff are well supported. The Team Leader is responsible for daily team management, coaching, and ensuring compliance with performance and regulatory standards.
As a Team Leader you'll be responsible for leading your team to achieve key performance targets and service level agreements, fostering a culture of high engagement and continuous improvement. With a particular focus on coaching, mentoring, and development opportunities, you will actively support your team to excel, while also ensuring compliance with internal policies and the Housing Ombudsman Complaint Handling Code.
You're a strong leader with a proven ability to inspire and guide teams to achieve their best. You'll enjoy managing and developing your team and your first-rate communication skills will enable you to build strong, meaningful relationships with both colleagues and residents, always keeping the customer experience at the forefront.
You'll need to be in the office for 2 days per week and the remaining time you'll be able to work remotely.
In this role, you will collaborate with the Resource Planning Manager to maintain effective staffing levels and ensure shifts align with demand. Using performance data, you will identify areas for improvement and implement necessary changes. As a point of escalation for unresolved resident issues, you will play a vital role in maintaining strong relationships and delivering a high-quality service.
If you're passionate about delivering outstanding service, motivating teams, and making a positive impact for residents, we want to hear from you.
Success in this role will be demonstrated through meeting performance targets, high team engagement, and strong resident satisfaction. Your leadership will include monthly quality assurance checks, one-to-one coaching sessions, and regular team meetings to ensure continuous improvement.
Here are just a few of the benefits of working at Peabody:
If you have any questions about this role, please email Talent Specialist, Harry at harry.lund@peabody.org.uk .
PLEASE NOTE: As an employer, Peabody does not provide sponsorship as a licenced UK employer.
Role purpose:
To manage and develop a team within the Contact Centre or Complaints Directorate, ensuring service levels are met and staff are well supported. The Team Leader is responsible for daily team management, coaching, and ensuring compliance with performance and regulatory standards.
As a Team Leader you'll be responsible for leading your team to achieve key performance targets and service level agreements, fostering a culture of high engagement and continuous improvement. With a particular focus on coaching, mentoring, and development opportunities, you will actively support your team to excel, while also ensuring compliance with internal policies and the Housing Ombudsman Complaint Handling Code.
You're a strong leader with a proven ability to inspire and guide teams to achieve their best. You'll enjoy managing and developing your team and your first-rate communication skills will enable you to build strong, meaningful relationships with both colleagues and residents, always keeping the customer experience at the forefront.
You'll need to be in the office for 2 days per week and the remaining time you'll be able to work remotely.
In this role, you will collaborate with the Resource Planning Manager to maintain effective staffing levels and ensure shifts align with demand. Using performance data, you will identify areas for improvement and implement necessary changes. As a point of escalation for unresolved resident issues, you will play a vital role in maintaining strong relationships and delivering a high-quality service.
If you're passionate about delivering outstanding service, motivating teams, and making a positive impact for residents, we want to hear from you.
Success in this role will be demonstrated through meeting performance targets, high team engagement, and strong resident satisfaction. Your leadership will include monthly quality assurance checks, one-to-one coaching sessions, and regular team meetings to ensure continuous improvement.
Here are just a few of the benefits of working at Peabody:
- 30 days' annual holiday, plus bank holidays
- two additional paid volunteering days each year
- flexible benefits scheme, including family friendly benefits and access to a discount portal
- 4 x salary life assurance
- up to 10% pension contribution
If you have any questions about this role, please email Talent Specialist, Harry at harry.lund@peabody.org.uk .
PLEASE NOTE: As an employer, Peabody does not provide sponsorship as a licenced UK employer.
Closing date: Mon 13/01/2025 at 23:59
Job reference: 3714580