Customer Relations Team Leader - 1 Year FTC (maternity cover)

37 hours per week 

At Watford Community Housing, we provide vital services that help people to live better lives. We’re looking for a Customer Relations Team Leader to join our Customer Resolutions Team. You will help us review our services from a customer perspective and ensure the team are providing an excellent customer experience throughout the organisation.

What’s the role?

As a Customer Relations Team Leader you will be responsible for motivating and leading the Customer Relations Team to success. You will act as the “voice and face” of Watford Community Housing and be instrumental in enhancing the customer experience by proactively seeking to prevent complaints and make recommendations on how we can adjust our services to improve the customer experience and lessons learned.

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 overseeing and managing the feedback process and complaints received through to a successful resolution. This includes administrations of the Feedback module, recording of data, collating reports and sending correspondence within service standards. You will manage complaints within the Housing Ombudsman Complaint Handling Code to prevent maladministration and ensure a positive complaint handling culture.

The ideal candidate for this role will have recent and relevant experience within a similar role and as such will be able to demonstrate a good understanding of customer engagement, producing accurate and informative data in report format and providing a high level of communication to both staff and customers whilst adhering to Data Protection protocols.

You will work effectively and proactively with colleagues to improve customer satisfaction and resolve customer queries.

In this role you will need to:

• Ensure a high standard of customer service
• Take personal responsibility for leading a team
• Be forward-thinking and offer solutions for customers
• Produce data in report form

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 customer satisfaction and an understanding of how this is measured. You will have a background in customer service, and knowledge of the housing or construction sectors would be a distinct advantage.

Essential:

• At least 5 years’ experience in customer service
• 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.
• Knowledge of Microsoft Office including Excel

Desirable:

• Knowledge of the housing sector
• NVQ in Customer Services

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 15 March 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 18 March 2024.