1211 Customer Service Team Leader - Arches Housing

Customer Services Team Leader

Arches Housing

We have a great opportunity for you to join our team as team leader of our dedicated and hardworking customer service team. You’ll also work closely with John, our Director of Operations and self-confessed Risk geek, who has bags of energy and keeps us all going and drinks far too much tea (Decaf)!

About you:

You'll have a proven passion for delivering excellent customer service and a genuine desire to help our customers. You’ll demonstrate effective relationship, negotiation, conflict resolutions skills and the ability to self-manage and prioritise. This might be a step-up role for you, or an opportunity to transfer your team leader skills and experience to help level-up and invest in social good.

Whilst experience of social housing isn’t essential, you’ll share our belief in the importance of a good quality home for all people, regardless of colour, religion, gender, sexuality, disability, and income. Full training will be provided, and we’ll support you to build you career. What’s more, as a smaller provider, you’ll have a unique opportunity to broaden your skillset, and explore a range of career paths that you typically wouldn’t see compared to our larger counterparts.

You’ll be responsible for managing a team of 4 Customer Service Assistants, making sure they are supported and nurtured to do their best work for our customers. They have had an unsettled few months and so your presence will help bring stability and harmony back to the team, and to the operations team as a whole. You’ll also help the team in their transition to our new operating model, focused on creating a customer hub that can deal with and resolve more customer queries at first point of contact than ever before!

You’ll thrive in an environment where you can continuously improve services to meet challenging targets and obtain best value for customers. You’ll be a great collaborator too, resourceful and able to get the best out of people.

Finally, your “can do” positive attitude and enthusiasm are critical to make this role a success.

What does working for Arches look like?:

Although we are small (and not for profit) we make sure we are investing to make life as easy as possible for our colleagues and customers. We have all the equipment we need to work anywhere, and are committed to improving our systems with significant investment committed over the next few years.

We’ve also invested in developing a culture which makes us a great place to work. Our team designed our Values and behaviours which describe ‘The Arches Way’ of working together to deliver positive outcomes for all. We’re proud to have achieved Investors in People, and are committed to always striving to make the working lives of our people really great.

We have an Agile approach to working, and it’s up everyone to make sensible decisions about where they work, based on the needs of their customers, colleagues and teams. Due to the hands-on nature of this role, and customer-facing duties, the office really is THE place to be to for anyone committed to building those really strong relationships with colleagues and customers.

While the team is critical to supporting our customers, there is a degree of flexibility which means you don’t have to miss out on the things that matter most to you, whether that is a parents evening or graduation, or to get your boiler serviced or new washing machine installed.

Putting the Customer at the Heart of what we do!

That’s what the Customer Services Team, and this role is all about.  Having an Arches home is only the beginning.  Your role is to make sure that our customers receive a great service when they need us to repair their faulty tap, or get an anti-social behaviour issue sorted, or to help them keep their rent account up to date.  The best work comes from strong relationships, and that’s your priority.

Like the sound of that? Here’s how to Apply:

The closing date is Sunday 5th June 2022. Be sure to read closely the job description person specification - on our website at https://www.archeshousing.org.uk/careers/ to make sure it’s the right role for you, and to so that you meet the Essential criteria – this is what we use to shortlist applications.

You’ll need to prepare a covering letter which tells us about why you’re applying, what you would bring to the role, and to show us how you meet the Essential requirements of the role. Once you’ve done that you can send your CV and covering letter to [email protected]

When we receive your application we will send you a link to our Registration and Equality, Diversity and Inclusion form for you to complete as part of your application. As an equal opportunities employer, we particularly welcome applications from Women and Black, Asian, Minority, Ethnic (BAME) backgrounds as they are currently underrepresented at this level in this area of the business.

All appointments will be made on merit of skill and experience relative to the role.