Team Leader – Customer Hub Team

Location: St Helens / Warrington / Liverpool

Salary: £35,337

Full Time, Permanent

37 Hours per week

Based in the heart of St Helens, our Customer Hub is central part of the Torus business. We are committed to delivering a high-quality service to all our customers. The key purpose of this post is to resolve customer enquiries across our current and future communications channel.

Our customer standard is to adopt a proactive approach to customer care, ensuring high customer satisfaction with every contact. We provide customers with prompt and efficient, high quality customer service and have a supportive and effective partnership with other teams across the business.

Reporting to a Senior Team Leader, and working alongside 3 other Team Leaders, the successful applicant will be responsible for the management of a team of advisors.

Hours of work will be across our operating hours which are Monday to Friday 8.00am – 8.00pm and Saturday 8.00am – 12.00 noon, you will also be required to cover the Housing Out of Hours Service (on a rota basis).

This is an important role in which you will need:

Provide day-to-day support to Customer Advisors in relation to the delivery of Customer Hub quality standards and adherence to policy and procedures.
Delivery of KPI’s for the Customer Hub and effective planning and deployment of resources.
Identification of service failure or improvement and working with partners to seek resolution.
The role is to support the Lead Officer for the development of the Housing Management System relating to CRM/Contact Management.
To support the Lead Officer for the deployment of the Resource Planning system via the QMAX platform.
To ensure high performing, quality services are provided in the Customer Hub area across the Heartlands.
To support the Senior Team Leaders and be the first point of contact for the Out of Hours Service for Customer Hub related matters.
To deputise for the Senior Team Leader and provide supervision and leadership to advisors.
To assist the Senior Team Leader to develop policies and procedures to guide the work of the teams, ensuring they are compliant with relevant company procedures and policy
To manage, motivate and develop teams to enable provision of high-quality services
To achieve continuous service improvement and maintain a performance management culture with the teams.
Support the delivery of value for money services, providing cost-effective, efficient, quality services to meet existing and potential customers’ needs.

To be successful in this role you will:

Have previous management experience.
Have a real passion for delivering an impeccable standard of customer care.
Have a keen eye for detail and enjoy resolving complex issues in a fast-paced environment.
Need to demonstrate a fully committed attitude in resolving often complex customer queries fluently and efficiently.

Short-listed applicants will be invited to attend an interview and coaching exercise at our St Helens Office to demonstrate their suitability for the role.

What Can Torus Group Offer You

We offer a modern workplace that is challenging, supportive and gives you room to grow your skills – along with a package of benefits that shows how much we value your contribution and care about your wellbeing, such as:

25 days holiday rising to 30 plus bank holidays (pro rata)
Holiday purchase scheme
Company Pension Scheme
Company life assurance

About Torus Group – Torus Landlord

A growth and regeneration group with a strong social purpose, Torus works in partnership with Liverpool City Region and the North-West to improve lives and create thriving, vibrant communities through support, investment, development, and regeneration.

We own and manage around 40,000 homes in Warrington, St Helens, Liverpool and beyond, making Torus the region’s largest affordable housing provider.

Profits generated by group members Torus Developments and HMS are reinvested into our charitable arm Torus Foundation, a community anchor institution, to fund projects that build social capital and fulfil our mission of ‘growing stronger communities’.

Great Torus people share qualities we value highly. They are problem-solvers, able to work well within our team. They are open, honest, and committed to always doing the right thing, and they always look for ways to do things better, focused on making sure we achieve our aims. If you can share our way of working, you’ll enjoy working with us.

PLEASE NOTE:

Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed.

Right to work verification
Qualification certificate check
2x Completed references
OH, Health Questionnaire – Fit for Work
DBS check (if required for role)
Completion of all new starter documentation including signed T&C’s

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Team Leader – Customer Hub Team