Service Centre Team Leader
This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.
The Vacancy
Hours of Work: 35 hours per week
Closing date: 17th May 2024
Interviews: 14th May and 29th May 2024
Are you an experienced customer service supervisor / team leader with fantastic motivation and leadership skills? Do you have knowledge of call handling and CRM systems and experience of working and leading a team to achieve performance targets? Do you want to work for a business that cares about more than the bottom line? Then this is the opportunity you’ve been looking for!
At MSV Housing we’re committed to making sure our customers have good quality safe homes and this role is key in making this happen. Supporting the Customer Experience Manager the Service Centre Team Leader will be responsible for managing a team of Service Centre Advisors to deliver a customer focussed first point of contact service.
Through effective coaching and leadership, you will ensure our customers receive a high standard of service. You will manage the delivery of administration support that has an impact on first point of contact and be a point for escalated queries from internal and external customers, referring queries to internal departments as required.
You will be responsible for the staff rota, management and organisation of cover to ensure a seamless operational service is provided to our customers. Working with internal departments you will review, develop and improve practices to improve our customers journey and provide a positive experience for our customers. This is a busy and demanding role where you will put our customers at the heart of what you do you will be flexible and empathetic with your approach with a passion to deliver and continuously improve the service we provide.
We offer a range of great benefits including:
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Flexibility on where you work with home working kit provided
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33 days holiday per year plus bank holidays, and a holiday a buy scheme.
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Company pension scheme with up to 10% matched contributions
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Company funded access to a health cash plan, where you can claim back costs of everyday health treatments such as optical, dental and much more.
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Enhanced sick pay with up to 3 months full pay and 3 months half pay
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Health and Wellbeing Support including an employee assistance programme, free counselling, mental health first aiders and numerous wellbeing initiatives
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Life assurance subject to being a member of our company pension scheme.
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Learning and development to support you to develop the skills you need to fulfil your role and progress in your career
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Commitment to Equality and Inclusion with employee network groups covering anti-racism, LGBTQ+, disability and long-term health conditions, carers, and menopause.
MSV are also committed to supporting you to balance work and life, including with any caring or parental responsibilities you might have, and have a range of flexible working options and wellbeing support available to all colleagues to facilitate this.
More information about the role can be found in the information pack attached to this advert. To apply please complete an application form via our website: https://www.msvhousing.co.uk/careers/job-vacancies/
Interviews are scheduled to take on 14th May and 29th May 2024 however interviews may be carried out throughout the recruitment process and the role closed if a suitable candidate is found. Therefore, we strongly recommend candidates to apply early.
If you wish to discuss the roles informally, please contact Louise Dardis, Customer Experience Manager on louise.dardis@msvhousing.co.uk.
We’re passionate about inclusion and we’d love to hear from people from diverse backgrounds for this role.
The Company
We own and manage almost 9,000 homes across Greater Manchester, Lancashire and West Yorkshire and pride ourselves on being a housing association that retains our original values and missions and continues to deliver a range of housing solutions to the most vulnerable in society. For MSV our main priority has, and always will be, to deliver and build on the services we provide as a social values organisation. We embrace equality and inclusion and are genuinely focussed on people. We want better life chances for our people, we work with customers to strengthen our business and we want to see fewer homeless people and people in poverty.
Our Benefits
As well as a competitive salary, attractive pension, and holiday entitlement, there are many other reasons to work for MSV! Our colleagues are important to us, that’s why we offer a full programme of training, flexible working, and health & wellbeing support.
Some of the Health & Wellbeing benefits you can access when you join MSV include:
Our Culture
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