Customer Care Team Leader

Housing RPO
London Borough of Lewisham
19 Mar 2017
18 Apr 2017
Contract Type
Full Time
The Hyde Group are one of the largest landlords in the UK. We own and manage over 50,000 properties across London and the South East. We are a not for profit organisation with a commercial focus and a big heart!

Our Business Development Department has recently had a refresh and we are seeking new talent to join the team in what will be a period of rapid growth and development for the organisation. We are seeking a Customer Care Team Leader, who will be responsible for supervising and developing the team in the delivery of an excellent administrative support service to Product Quality team and to ensure an effective delivery of excellent service to customers, providing response within Hyde's service level agreement.

About your role:

* Manage and coordinate all customer care activities related to the Product Quality team to ensure customer and contractor enquiries are promptly dealt with, ensuring effective and efficient service delivery.
* Develop a culture of continuous service improvements and strive to deliver KPI performance on all targets.
* Motivate and develop the Customer Care Assistants through the provision of regular coaching, individual one-to-one meetings and performance based reviews.  
* Undertake all duties in line with Hyde's values, policies and procedures and regulations ensuing that the work undertaken actively promotes equality of opportunity and non-discrimination.
* Ensure that all services have effective and innovative policies, procedures and systems covering all aspects of work. Ensure these are operated properly in conjunction with the Risk Management framework, encompassing Health and Safety, Data Protection and demonstrate effective controls and compliance with all statutory, regulatory and policy requirements relating to the management of the Hyde Group.

About you:

* Naturally it goes without saying that you will have excellent communication skills
* You will have a strong customer focus work ethic
* Be able to demonstrate leadership skills
* Previous management experience (desirable)
* Ability to solve problems as and when they arise
* Great time management skills and be able to prioritise deadlines.
* Drive and enthusiasm and the willingness to succeed.
* Proficient in Microsoft packages

What Hyde can offer you:

Hyde offers an excellent and unique Benefits package that can be adapted to suit each individual, such as the ability to work from home and other Hyde locations. We offer employees the opportunity to choose from a wide variety of benefits using our flexible benefits scheme (iFlex), which includes options around Childcare, Lease Car, Gym Membership, Eye care, and discounts with multiple retailers and many more. We also offer a number of substantial Core benefits including an impressive Pension Scheme.

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