Job Title

Resident Contact Centre Team Leader PeterboroughHead Office, Shrewsbury Avenue £34,215 (In probation) rising to £36,016 per annumMonday to Friday37Hours per week (between the hours of 0800 and 1800 by rota) Our client is really excited to be recruiting an additionalTeam Leader to join the team in their new Resident Contact Centre. As one of three team leaders you will provide direct day-to-day line management including technical guidance tothe advisers within the Resident Contact Centre. You will be a key escalation point for customers ensuring any dissatisfactions are recorded at the point of being made, aiming to resolve on the first point of contact. Reporting to the Team Manager you will work together to;deliverany identified service improvements, auditcalls toensure that each call is dealt with effectively and efficiently demonstrating aprofessional approach. All their resident calls are answered in accordance withtheir LETS principle, that isactively listening to and understanding the details of the contact, assessing and supporting the customerwith patience and empathy with the aim of first contact resolution, and you will manage your teams' performanceto achieve those KPIs. The ideal candidate for this role will be someone who has previous experience working in a call centre customer service envi...