Customer Services Team Leader

Customer Services Team Leader 

High Wycombe, Buckinghamshire (Hybrid Working)   

Salary £40,096 per annum plus excellent benefits package 

Fixed Term Contract – 12 months (due to secondment) 

Full-time, 37.5 hours per week  

The work pattern is 37.5 hours per week Monday to Friday covering the hours between 8.00am and 5.30pm, with a rotating shift system: 8.00am-4.30pm & 9.00am-5.30pm with an hour for lunch. 

Come and work for us at Paradigm Housing Group, a Best Companies 2 Star accredited workplace, with high levels of employee engagement. 

Here at Paradigm, it is all about our customers and we are seeking an exceptional Customer Service Team Leader to inspire, motivate, and lead our team of Customer Service Advisors to deliver an excellent experience for all our customers. 

If you are passionate about customer service, have a strong work ethic and have experience of managing a high performing team, preferably in a contact centre environment we can’t wait to hear from you! 

Your drive and energy for supporting and developing your team; seeking great outcomes for our customers and your unwavering commitment to continuous improvement will see you succeed.   

This role is home and office working, you will be required to work 2 days from our head office in High Wycombe (just off junction 3 of M40) and 3 days at home. You may also have occasional additional days in the office depending on your role requirements. 

Our benefits include 25 days holiday to start, the option to buy up to 5 additional days + bank hols, Pension, Paid Volunteer days, Health Cash Plan, Free Parking & more. 

The Role:  

The ideal candidate for this role should have prior experience in managing a team in a customer-facing environment. You will be responsible for leading up to 15 Customer Service Advisors and should possess excellent leadership skills.  

The candidate should be able to inspire, motivate, and support the team members to achieve their best potential. Regular feedback sessions will be conducted to ensure continuous improvement.  

The focus of the job will be on meeting quantitative and qualitative targets with a focus on excellent customer outcomes and first-time resolution. However, there will be no sales involved.  

The work environment will be fast-paced, and the candidate should have the stamina and resilience to keep up with the demands of the job. Quality will be a top priority, and the candidate should have a real focus on it. The candidate will work alongside three other experienced Team Leader colleagues and will be responsible for ensuring that the department rota covers business requirements. Good planning and organisational skills will be necessary to carry out this role effectively. 

You will need to have/be:  

• Substantial experience in a customer-focussed service call centre or front-line operation. 

• Good knowledge of Word, Excel and Outlook. 

• Ability to make effective day to day decisions within established policy. 

• Ability to plan and manage (sometimes under pressure) individual and team workloads effectively. 

• Flexible, resourceful and open to change.  

• Solution focussed; leads by example encouraging a positive and practical approach to problems from your team.  

• High level of communication skills, verbally and in writing. 

• Providing a fair and consistent delivery of positive management behaviours for the benefit of customers, the business and team objectives.   

We are interested in hearing from you if you have worked in a supervisory/managerial capacity in any customer facing role, which could be (but not limited to): hospitality, leisure, contact centre, retail etc.  Experience of managing a remote team would be an advantage but not essential. We don’t mind where you are in your career, whether this is a step up or down or a lateral move, if you have the experience, the skills and determination we would really like to hear from you.  

Benefits 

• Competitive salary and pension options  

• 25 days holidays p/a to start, plus 3 days during office closure at Xmas New year plus 8 bank holidays, with the opportunity to buy up to 5 days p/a (subject to conditions)  

• Remote hybrid working and modern offices where there is Free Parking 

• Bonus potential 

• Excellent Health Cash Plan which is worth more than £1,800 p/a incl. treatments such as optical, dental, physio, chiropody, chiropractic, reflexology, even Indian head massage!  

• Up to 3 paid Volunteer days a year  

Where could this role take you? 

Whilst this is not currently a permanent role, in a business our size (employing around 450 employees with over 15,000 properties) and with the transformation we are going through, there is a possibility that this could either be extended, made permanent or other opportunities may arise; many of our talented colleagues started at Paradigm as temporary/interim and have gone on to forge successful careers with us. However, if something longer term doesn’t materialise, you will still gain valuable experience which will add to your employability in this and similar fields.  

We welcome applications from all sections of the communities we work in. Shortlisting will be conducted in line with the essential and desirable criteria set out in the person specification. 

We will be reviewing applications throughout the campaign and may invite candidates to interview at any time, therefore reserve the right to close this role earlier than the published date should a suitable candidate be identified. 

Closing date: 2nd February 2024 

Interview date: To be Confirmed