As a Contracts Customer Care Team Leader, you will lead and develop the Customer Care Team, ensuring high levels of service across the Contracts division. You’ll manage and support Customer Care Advisors, drive performance against service levels and work with key stakeholders to improve processes and support the division’s growth.
Key Responsibilities:
- Lead, motivate and support the Customer Care Team to consistently meet critical SLAs, ensuring excellent service
performance for our housebuilder and main contractor customers.
- Set clear, ambitious and achievable objectives, regularly monitoring performance and taking appropriate action to
drive continuous improvement.
- Monitor, analyse and accurately report team performance data, identifying trends, opportunities and areas requiring
further development.
- Conduct regular performance reviews, one-to-one meetings and ad-hoc employee meetings, providing clear
feedback and appropriate support.
- Take ownership of team performance, addressing challenges proactively and ensuring appropriate escalation and
resolution of customer issues.
- Identify training and development needs and support the team in building their knowledge, skills and confidence.
- Coordinate with relevant stakeholders to support future growth, new processes and operational improvements
within the Contracts division.
You must comply with all Health & Safety policies, procedures, and responsibilities outlined within the Integrated Management System
What Wren offer?
- Life Assurance after 2 years' service
- Access to Benenden health and discount platform after 1 years of continuous service
- EE discount
- Staff discount on purchasing a kitchen/bedroom after 1 year of continuous service
- Eye Care Vouchers
- Refer a Friend Scheme
- Free onsite gym