Contact Centre Team Manager
| Dyddiad hysbysebu: | 15 Mai 2025 |
|---|---|
| Cyflog: | £31,914.3 bob blwyddyn |
| Gwybodaeth ychwanegol am y cyflog: | Competitive |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 13 Mehefin 2025 |
| Lleoliad: | Chelmsford, CM1 1LN |
| Cwmni: | Pinnacle Group Limited |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | P1320 |
Crynodeb
Pinnacle Group are looking for a skilled, experienced and knowledgeable Contact Centre Team Manager to lead and performance manage a team of Customer Service Advisors at our Contact Centrebased in Chelmsford.The Customer Advisors are responsible for dealing with high volume customer contact and enquiries by telephone/live chat/social media/e-mail etc.
The Contact Centre handles inbound and outbound calls from housing tenants when they have issues with gas, heating, electricity and other general repairs emergencies, resolving customer inquiries, and providing accurate information about our services.
This is a full-time position where the suitable candidate will be working 2pm to 12am on a 4 on, 4 off rota.
Please note applicants must be able to work in a hybrid environment, combining remote working and in-office presence as required, generally on a 50/50 basis.
Who we are
Pinnacle Group is a leading UK private sector provider of housing and neighbourhood services, managing and maintaining communities where people live, learn, work and play.
We’re a people-first organisation with a values driven culture that has remained consistent for thirty years; living through how we treat our employees and our customers.
Who we’re looking for
We’re looking for someone who, alongside the key criteria below, will sign up toour values of Trust, Respect, Involve, Challenge and Deliver Excellence and will be determined to maintain the confidence of our clients and communities.
Key responsibilities will include:
- You will work in a performance management driven culture with SMART objectives linked to the overall CSC key performance indicators.
- Providing ongoing coaching and development to your team of Customer Service Advisors (CSA’s) which will include monthly 1-21 sessions, coaching, call quality listening, team meetings and individual personal development plans.
- Ensuring your team of CSA’s are resolving customer enquiries in a quick and efficient manner.
- You will be a customer service ambassador, ensuring your team provide excellent customer service, take ownership, and promote customer self-service in the future.
- Dealing with escalations from CSA’s where appropriate and look to limit the volume of complaints raised to front-line staff by early agreed resolution with our customers.
Key requirements:
- Willingness to work evenings/weekends to meet client and customer needs on a 4days on, 4 days off rota.
- Experience of working in a repairs and maintenance, social housing, or similar environment.
- Experience of managing a team working in a multi-channel customer service centre.
- Proficient in all Microsoft packages including Word and Excel.
Our offer
The more diverse our workforce, the better we can adapt to and reflect the needs of our customers.
We welcome applications from all backgrounds – particularly from those who represent the communities we serve.
As a colleague, you will become part of an inclusive culture, where you will have the opportunity to achieve your full potential and enhance your career through learning and development.
We offer a wide range of benefits at Pinnacle Group, dependant on your role or business area, these range from additional leave packages to pension plans and discounts at your favourite retailers
- Maternity/paternity packages
- Flexible Working Arrangements
- Life Assurance
- Enhanced Pension Scheme
- Additional Annual Leave
- Private Medical Insurance
- Cycle to Work Scheme
- Employee Assistance Programme
- Retail Discounts
- Childcare Assistance
- Season Ticket Loans
- Sick Pay Schemes
- Personal Development Plans
- Company Car/Car Allowance
- Electric Vehicle Scheme
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