AddressWe’re VIVID! – We offer a vibrant, friendly, inclusive culture that supports and develops the best people!
We're recruiting for a Customer Experience Operations Team Leader! This is a permanent full time role working 37 hours a week. After the training and induction period we offer hybrid working for this role, around 30% of your hours would need to be worked in the office, to encourage collaboration across the team.
Want to know what else we can offer you?
- 26 days holiday (plus bank holidays), with the opportunity to buy or sell annual leave
- A generous contributory pension
- Medi-cash policy to claim back some medical costs to ensure we look after you and your loved ones
- Discounts portal to save money on various products and services, including holidays, shopping and cinema
- Countless professional development opportunities
- A real sense of work/life balance where we promote flexible working and an agile culture.
Here’s the facts about the role:
As a Customer Experience Operations Team Leader, you’ll be responsible for the live performance of our contact centre. You’ll be managing our shift supervisors, and will ensure the contact centre is correctly resourced to enable us to achieve targets - taking a lead on the recruitment of staff where necessary. You’ll manage the team responsible for quality assurance and the coordination and delivery of training for CX advisors, ensuring it’s delivered to a high standard.
You’ll be committed to positive change and development, working with colleagues and managers to develop and implement new processes, continuous improvement initiatives, and will stay well informed in business changes, helping to ensure VIVID’s customer service is kept at an excellent standard.
As we continue to shift towards delivering a great Customer Experience through digital channels, you’ll be key in promoting this and will work with the digital enabling team to ensure the self-serve & knowledge management systems meet the needs of our customers.
As a Customer Experience Operations Team Leader, its essential that you’ve got previous experience of service delivery in a customer contact centre environment. You’ll have strong communication skills (written & oral) with the ability to adapt your communication to suit the needs of the audience. A desire to lead and coach and present as a role model to the team is essential. You’ll be keen to grow & comfortable with change, and will have a desire to continue driving the team towards success! Experience or knowledge around the social housing environment isn’t essential but is desirable.
We're a leading provider of affordable homes and extensive support services in the south of England. We believe that everyone has the right to a safe and secure place to call home, and from the moment customers move into their VIVID home we’re here to help with that and more.
Our customers have access to a wide range of tailored advice to sustain their tenancies and look after their wellbeing. We invest in our homes and communities for the long-term, and this means in the quality, safety and energy efficiency of existing homes and neighbourhoods, with a firm focus on improving services so they’re easy to use and access by our customers.
We’re addressing the shortage of affordable housing in the south, building the right type of homes to meet the needs of our local communities. We’re the sixth largest developer of new homes amongst housing associations in England, having built around 1,400 last year.
This is summed up in our vision “More homes, bright futures”.
