Department: Customer Service
Reports To: Manager – Contact Centre
Directly Responsible For: Advisors - Customer Services
Senior Advisor - Customer Services
Advisor - Scheduler
Receptionist
Hours: 37
Overall team / department
The Customer Services Team provides support, advice, and guidance to prospective and existing customers on all services across the business. They provide first point of contact resolution where possible and escalate enquiries to the correct teams. It consists of:
The Contact Centre Team is responsible for receiving all inbound customer and other stakeholder enquiries and resolving the majority at the first point of contact. They deal with enquiries, over the telephone, via email, chat, and social media interactions. Any queries that cannot be resolved will be escalated to the appropriate team across the group.
The team are also responsible for outbound campaign calls for other areas across the business in line with business requirements.
The Complaints Team is responsible for managing all customer complaints across the business. Their role is to ensure that all complaints are investigated, and responses provided within agreed targets. They ensure that all complaints are dealt with in line with the Housing Ombudsman requirements.
Key role priorities
* This role is responsible for the operational and performance management of a team of Customer Service Advisors/ Scheduler in the Contact Centre.
* This role is responsible for ensuring that the Contact Centre operates efficiently through effective scheduling of staff.
* Undertake performance management of the team and manage staff development.
Key working relationship
* Being predominantly internally focused, as well as being responsible for a team of contact centre advisors, the role holder is required to liaise across the Customer Insight function.
* Direct contact with external stakeholders, e.g. customers, MPS and Councilors. The role holder is required to work in partnership with other teams from across the Business to ensure that the service is fit for purpose, supportive of the wider objectives of the business and continually improving to meet customer demand.
Main duties & responsibilities
* Manage a team of Advisors - Customer Service; Advisors - Scheduling to deliver great customer service via incoming/outgoing telephone calls, emails and webchat enquiries being resolved at this first point of contact where possible.
* Manage the Reception service to ensure a professional and pro-active service.
* erformance manages the team, including, setting targets, reviewing performance against them, call listening, providing training and one to one coaching as required. Manage staff development, identifying training needs.
* Monitor trends in call volumes, themes and satisfaction and use this information to develop training and deliver coaching.
* Ensure process compliance across the team, i.e. that staff maintain accurate data on the systems and follow the agreed procedures for all activities when dealing with incoming/ outcoming enquiries.
* Monitor the wallboard to ensure advisors are in the correct status and move advisors between queues to ensure demand is met and performance maintained.
* Provide accurate and timely information to the Manager - Contact Centre to enable performance monitoring.
* Use performance data and call trends to produce the CC roster making sure that staffing levels are sufficient to meet the forecasted demand.
* Use customer feedback to identify areas for improvement and provide this information to the Contact Centre Manager with recommendations.
* Act as the Contact Centre lead for an area of the business and take an active part in change projects in that area.
* Ensure process compliance across the team, i.e. staff maintain accurate data on the systems and follow the agreed process for all assigned activities.
* Complete any other tasks as commensurate with the level and nature of the post as delegated by the role’s line manager.
Key measures of success
* Effective team leadership is demonstrated by team performance targets being met.
* Quality standards are achieved, and individuals' performance targets met.
* Quality evaluations are completed and coaching and training needs identified.
* Coaching and training plans are in place for all team members.
* Contact centre is adequately resourced to meet demand and performance targets.
Livving our values
Livv’s a place with opportunities to grow. We believe in empowering you to make a positive impact in your own unique way. Our values embody what matters to us and show what it means to be Livv, together:
Making a difference daily
We invest in our people, our customers and in the creation of a fairer society.
Positively open
We’re open to feedback at all times, as we strive to deliver a first-class customer experience.
Forging the right way
We’re creating an inspiring road which others will want to follow.
Together as one
Our teams work on another level of cohesiveness to enable us to deliver better outcomes.
Each one of us
- listens to our customers and makes their needs a priority
- is committed to equality, diversity and inclusivity
- takes a flexible approach and works where we’re needed
- follows health and safety guidelines to keep ourselves, colleagues, and customers safe
- helps reduce risks by proactively communicating any potential issues to our line managers
- protects sensitive information by safeguarding customer, colleague and third-party data
- is guided by our policies, procedures and social aims
- is dedicated to continual learning and taking ownership of our personal and professional development.
Person Specification
E - Essential criteria / D - Desirable criteria
Education & Qualifications
3 GCSEs (Level 4 or above) or equivalent relevant customer service experience (E)
Relevant accredited Housing Qualification or prepared to work towards (E)
Experience
Coaching and training others (E)
Dealing with customers – internally and externally - to resolve issues to a satisfactory outcome (E)
Leading teams in a pressurised environment (D)
Skills, knowledge & ability
Skilled communicator who can relate to and engage with people at all levels of the business and with members of the public (E)
IT Skills, including Microsoft Office applications (E)
Ability to manage and develop others (E)
Proven ability to support, motivate and develop others, recognising achievement and addressing under performance (D)
Personal characteristics
A confident individual who thrives under pressure, is resilient and determined to succeed (E)
Motivated and able to work on own initiative (E)
Committed to excellent customer service (E)
Other
Flexible approach to hours worked - requirement for shift working given the operational hours of the Contact Centre (E)
Give Get Go
As part of our commitment to the Give Get Go Programme, we will ensure that applicants who meet all essential criteria, as defined in the person specification, will be guaranteed the opportunity to demonstrate their abilities at interview. Individual’s names will be confirmed with the Give Get Go Programme.
Should you wish your application to be considered under this scheme, please email us confirming this, along with your full name and the role you have applied for when you submit your application. Please ensure that you do this before the closing date for the vacancy.
Equality and Inclusion
Please visit here to read more about Livv inclusive and our approach to equality and inclusion.
Disability Confident
The Equality Act protects disabled people from discrimination, and we welcome applications from disabled people. The Equality Act defines a disabled person as someone who has a physical or mental impairment which has a substantial and adverse long-term effect, usually at least 12 months, on their ability to carry out day to day activities.
We will try to provide access, equipment, or other practical support to ensure that disabled applicants are not disadvantaged by their disabilities.
Data Protection
We fully recognise your rights under current Data Protection Laws and are committed to protecting the privacy and security of your personal information. We collect and process personal data relating to applicants to manage the recruitment process effectively, including for statistical purposes.
For full details please see our Job Applicant Privacy Policy
If you require any additional support when completing your application, please contact us