Team Leader (Contact Centre Operations)

What we’re looking for:

• Do you have experience effectively leading a team in a Contact Centre environment (or similar) achieving a high level of performance, including setting team and individual targets?
• Do you have knowledge of processes and procedures related to the Contact Centre operation and customer support?
• Do you have experience providing fantastic customer experience
• Do you have experience delivering change?
• Do you have experience with performance management?

If so, this role is perfect for you!
Here at Peabody, we have an opportunity for a Team Leader on a permanent basis at our Pitsea office.
A bit about the role:
As a Team Leader some of the key results for the role include:

• To ensure inbound contact are given appropriate risk assessment and that complaints and escalated calls/issues are dealt with by yourself or passed promptly to the relevant person/department for resolution.
• To work as part of a team to ensure that all channel cover is maintained to ensure our customers receive a consistently high standard of service.
• To be responsible for reporting and logging all IT and telephony issues to the IT department, escalated on-going problems to the relevant Manager.

To work a rotating shift pattern from Monday to Friday between 08:00-20:00 and occasional Saturdays between 8:45-13:00 and covering A/L and sickness for key shifts where required to ensure the Contact Centre always has a Team Leader presence.
This is a hybrid role working between the Pitsea office and home. Please note that a competency sign off is required to enable home working and you will need to ensure you have a suitable home working set-up.

A bit about us:

160 years after it was established, Peabody is one of the oldest not-for-profit housing associations in the UK.

The Peabody Group is responsible for more than 107,000 homes, with around 220,000 residents across London and the Home Counties. We also have around 20,000 care and support customers.

Our purpose is to help people flourish, and we are getting closer to residents by taking a local approach.

We are committed to delivering a responsive and easily accessible repairs service and investing in our existing homes so they are safe and well maintained. Our retrofit projects will make thousands of our homes more energy efficient.

We work with councils and communities to promote economic inclusion, tackle inequality and poverty, and prioritise wellbeing.

Here's just a few of the benefits for working at Peabody:

• Flexible and hybrid working (depending on the role)

• Up to 30 days’ annual holiday plus bank holidays

• Competitive salaries that are benchmarked regularly against current market rates 

• Two additional paid volunteering days each year 

• Flexible benefits scheme, including family friendly benefits and access to a discount portal 

Are you ready to apply?

PLEASE NOTE: As an employer, Peabody does not provide sponsorship as a licenced UK employer.

To be considered for the position of Team Leader (Contact Centre Operations) , please click on the ‘Apply Now’ button and submit both your CV and a bit about why we should consider you for the role. 

If you have any questions about this role please email Talent Specialist, Tanisha Johnson at tanisha.johnson@peabody.org.uk

Peabody reserves the right to close this advert before the advertised closing date, depending on the number of applications received.