Customer Service Team Manager (2 posts)

Job Summary
Contract Type:
Working Pattern:
Full time
Advert Start Date:
Advert End Date:
Closed for applications on 26/03/2020 22:59
£28,785 - £32,029 per annum
Hours per week:
37 hours per week
Job Category:
Admin / Secretarial / Customer Services
Vacancy ID:
Employment Location:
Newcastle upon Tyne, YHN House
Closing date:
26 Mar
Further Information

At YHN our vision is to be ‘First for Housing’. We have bold plans for the future and our people are key to us achieving our goals, so we want to attract the very best.

We manage more than 26,000 homes on behalf of Newcastle City Council and provide a huge range of support services to our customers. From benefits and money advice to providing a repairs and maintenance service and supporting customers with their tenancies, we strive to make living easier.

Our new business strategy, Destination 2022, sets out how we’re going to achieve our vision. The journey to Destination 2022 is guided by our values - Ready, Amazing, Revolutionary, Energetic - we live and breathe them and they shape how we work day to day.

We offer a forward thinking and open environment where our people are empowered to make a difference, coupled with competitive salaries and a wide range of benefits.
These benefits include flexible working, generous annual leave allowance, local government pension scheme and access to extensive learning and development opportunities plus regular support from your manager.

The Role:
This is an exciting opportunity to join YHNs busy Contact Centre where you will lead a team to achieve high standards of customer service in a fast-paced environment. The postholder will be responsible for the day to day management and development of a highly customer focused team, ensuring customer, operational and financial KPIs are achieved.

Duties will involve ensuring Contact Centre activities are completed on time and to the required quality standard with the aim of improving efficiency and effectiveness in the delivery of services. You will be required to lead, motivate, coach and develop individuals to maximise potential and ensure customer focused services are delivered. We require excellent communication skills and the ability inspire staff to achieve goals.

• Are you a natural leader with a genuine passion for people and customer service excellence?
• Have you got a positive, can do attitude and the ability to influence others to improve performance?
• Do you want to be accountable for a team who delivers a first-class customer service?

Then we want to hear from you.
The successful candidate will work in our Contact Centre and be part of a management team accountable for a team of Customer Service Advisors delivering outstanding customer service that resolves as many interactions at first point of contact.

The Contact Centre is part of Your Homes Newcastle, the company that manages Newcastle City Council’s housing stock. At YHN we don’t just provide homes for people, we help make life better too!

This is an awesome opportunity; are you interested?

Before making up your mind why not call Gail Nicholls on 0191 2115476 for an informal chat about the opportunities that Your Homes Newcastle can offer. If you would prefer to email your query, please email yhnjobs@newcastle.gov.uk

Further details about the role and the type of person that we are looking for are also contained in the job description.

PLEASE NOTE: We do not accept CV’s, only online applications. To apply, click on the “Apply Now” tab. Any communication sent to you regarding your application will be sent to the email address you have set up on your North East Jobs account, so you will need to ensure that you check your inbox.

YHN is an equal opportunities employer and welcomes applications from all groups regardless of gender, sexual orientation, religious belief, disability, age, race, maternity and pregnancy, marriage and civil partnership and gender reassignment.

Please note
This job is closed for applications.