This is a {Advertised Permanent / Temporary}, {Advertised Full Time / Part Time} vacancy that will close in {x} days at {xx:xx} BST.
The vacancy
37 hours per week
We work with our customers and communities to change lives, and we’re looking for a highly motivated Customer Service Team Leader to drive the Customer Service Team to deliver an exceptional experience to our customers.
What’s the role?
As a Customer Service Team Leader, you will be responsible for motivating and leading the Customer Service Team to success. You will act as the “voice and face” of Watford Community Housing and be instrumental in enhancing the customer experience by exceeding customer needs whilst achieving Key Performance Indicators (KPIs) within a call centre.
We put the customer at the heart of everything that we do and take a proactive approach for each customer contact through multi-channel communication. A key part of the role is ensuring services are designed around our customer’s needs, collaborating with all teams and driving a customer centric-culture.
The right candidate will be highly customer-focused and committed to delivering quality services by taking a strategic approach to identify and implement service change.
In this role you will need to:
Ensure a high standard of customer service.
Be highly passionate and enthusiastic about our customers.
Take personal responsibility for the Customer Service Team achieving KPIs.
Be able to embed, support and maintain digital transformation within Customer Services.
What are we looking for?
You will be customer-focused, with the ability to interact empathetically with a wide variety of people. You’ll have an excellent grasp of exceeding customer needs and an understanding of how to manage a call centre. You will have a background in Customer Services, and knowledge of the housing or construction sectors would be a distinct advantage.
Essential:
At least 4 years’ experience in customer service / call centre management
Qualifications in Customer Service / Customer Care
Experience managing and developing staff
You will need to hold a UK driving licence with access to a suitable vehicle, with insurance cover for business use.
You will need to maintain a satisfactory basic level DBS check.
Desirable:
Knowledge of the housing sector
Knowledge of Microsoft Office including Excel
What can we offer you?
We know that people are our most valuable assets, so we offer a range of benefits including 28 days’ annual leave pro rata, an employer pension contribution of up to 11%, development opportunities and access to a comprehensive employee rewards scheme.
How we work
We are committed to embracing the most positive aspects of agile working. We take a blended approach to how we work, so that colleagues have the flexibility to strike the right balance between working in our communities, in our shared spaces and remotely. With digital technology at the heart of our work, teams and individuals are empowered to decide the best way to meet the needs of their role.
How to apply
If this sounds like your next role, click ‘apply now’, tell us why you've got what it takes and send us a copy of your current CV.
The closing date is 10 May 2024, (but please note we reserve the right to close the vacancy early if we receive a large response). Interviews will take place in the week commencing 13 May 2024.
About us
We are a housing association with homes across South-West Hertfordshire. We aim to make a real difference by delivering better homes and supporting our communities, because we know that good homes give people the chance to lead more fulfilling lives.
We own and manage more than 6,800 homes and associated assets in South-West Hertfordshire. Our business is evolving rapidly as we find new ways to deliver great homes, improved services and much-needed new homes. We also have a one-star accreditation from Best Companies, putting us in the top 25 housing associations to work for.
We have exciting plans for the future – and you could help us to achieve our goals. Find out more at www.wcht.org.uk/letsgo.
You Have already applied for this vacancy, please go to your account to see your progress.
Privacy Policy
Watford Community Housing Privacy Statement
The following explains how we Watford Community Housing (Controllers) intend to use the information you provide in your application, along with your rights, our reasons for requesting it and who will have access to it.
As part of any recruitment, volunteer or work placementprocess, Watford Community Housing collects and processes personal data relating to applicants. We are committed to being transparent about how we collect and use that data and to meeting our data protection obligations.
Data Controller: Watford Community Housing, 59 Clarendon Road, Watford WD17 1LA
Data Processor: (currently) Net-Worx (2001) Ltd (ie “Networx”)
As defined by the General Data Protection Regulation (GDPR) Watford Community Housing is the Data Controller and ultimately responsible for ensuring the data you provide is kept secure, processed correctly and that you understand your legal rights in relation to the data you provide.
The recruitment software we use via this website is supplied by IRIS Software Group Limited and they are defined as a Data Processor under the GDPR. They will only process your data in accordance with our instructions.
IRIS can be contacted at: 4th Floor Heathrow Approach, 470 London Road, Slough, England, SL3 8QY
For Data Protection enquiries, please contact the Help Desk at support@networxrecruitment.com
What information do we collect from you?
We may collect a range of information about you as part of our recruitment practices. This may include some or all of the following:
•your name, address and contact details, date of birth, including email address and telephone number;
•details of your qualifications, skills, experience and employment history;
•information about your current level of remuneration, including benefit entitlements;
•whether or not you have a disability for which we may need to make reasonable adjustments during the recruitment process;
•information about your entitlement to work in the UK;
•equal opportunities monitoring information, including information about your ethnic origin, sexual orientation, health and religion or belief; and
•information obtained from personality profiling (where applicable)
We may collect this information in a variety of ways. For example, data might be contained in application forms, CVs or resumes, obtained from your passport or other identity documents, or collected through interviews or other forms of assessment, including online tests.
We may also collect personal data about you from third parties, such as references supplied by former employers, information from employment background check providers and information from criminal records checks. We will seek information from third parties only once a job offer to you has been made and will inform you that we are doing so.
Data will be stored in a range of different places, including on your application record in Networx and on our IT systems (including email).
How do we process personal data?
We need to process data to take steps at your request prior to entering into a contract or agreement with you.
In some cases, we need to process data to ensure that we are complying with our legal obligations. For example, we are required to check a successful applicant’s eligibility to work in the UK before employment starts.
We have a legitimate interest in processing personal data and for keeping accurate records. Processing data from applicants allows us to manage the recruitment / selection process and assess and confirm a candidate’s suitability for employment or work experience. We may also need to process data from applicants to respond to and defend legal claims.
We may process information about whether or not applicants are ‘disabled’ to make reasonable adjustments for candidates who have a disability. This is to enable us to meet our obligations under employment law.
Where we process other special categories of data, such as information about ethnic origin, sexual orientation, health or religion or belief, this is for equal opportunities monitoring purposes.
For some roles, we are obliged to seek information about criminal convictions and offences. Where we seek this information, we do so because to meet our obligations under employment and equality law.
Who has access to your personal data?
Your information may be shared as part of the recruitment / selection process. This may include with internal or external interviewers involved in the recruitment process and may include video interviews. We will share information with managers in the relevant business area and IT staff if access to the data is necessary for the performance of their roles. We will also share information with Processors carrying out any pre-screening or assessment processes on our behalf.
We will not share your data with any other third parties, unless your job application is successful and we make you an offer of employment. Once you become an employee with us, our HR Privacy Notice for Employees applies.
We will not knowingly transfer your personal data outside the European Economic Area.
How do we protect personal data?
We take the security of your personal data seriously. We have internal policies and controls in place to ensure that your data is not lost, accidentally destroyed, misused or disclosed, and that it is not accessed except by our employees in the proper performance of their duties.
How long do we keep data?
If your application for employment is unsuccessful, we will hold your data on file for 6 months after the end of the relevant recruitment process. Networx retain your application information indefinitely but in anonymised form to protect your privacy.
If your application for employment is successful, personal data gathered during the recruitment process will be transferred to your personnel file and retained during your employment. The periods for which your data are set out under our HR Retention Policy.
Our recruitment process requires that we contact the referees provided by you as part of our checks to ascertain suitability of employment. The content of the reference will not be shared without the referee's permission.
How can I access the information you hold about me?
Your rights
As a data subject, you have a number of rights. You can:
•access and obtain a copy of your personal data on request;
•require us to change incorrect or incomplete data;
•require us to delete or stop processing your data, for example where the data is no longer necessary for our purposes; and
•object to the processing of your data.
If you would like to exercise any of these rights, please contact the HR Department at HR@wcht.org.uk
If you believe that we have not complied with your data protection rights, you can complain to the Information Commissioner. You can contact the Information Commissioner’s Office on 0303 123 1113 or online at https://ico.org.uk/global/contact-us/email/ or at the Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire. SK9 5AF.
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