Out of Hours Customer Service Team Leader
Out of Hours Customer Service Team Leader
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1 Vacancy
Job Description
Platform Housing Group is a not-for-profit organisation that reinvests profits into building more homes and engaging with communities.
Were looking for a dedicated and resilient Customer Services Team Leader to join our Out-of-Hours team on a fixed-term basis (up to 12 months).
Were Platform Housing Group a customer-first housing association committed to delivering exceptional service 24/7. Our Out-of-Hours Contact Centre is a vital emergency service handling urgent housing-related issues when others are offline. Were proud of the impact we make and now were looking for a confident compassionate and capable leader to join our night team.
Youll lead a small team remotely during night shifts (4-on 4-off 8PM8AM) handling emergency calls such as floods fires or urgent repairs. As the key decision-maker on shift youll triage incidents manage escalations coach your team keep team motivated and ensure quality customer experiences.
Please note this is a Fixed Term Contract for up to 12 months fully remote once 2-week induction has been completed. The induction will be at our site in Birmingham Business Park and during business hours.
About You
Youll have strong customer service experience ideally from a call centre housing or emergency response background. Youre confident working independently calm under pressure and quick to make decisions in challenging situations. Leadership experience is highly desirable particularly in remote or night-shift environments.
What matters most is your ability to support others stay composed during emergencies and lead a team with empathy and professionalism. In return youll receive full training ongoing support and access to accredited development.
To join our team youll also be;
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Self-sufficient and decisive able to lead confidently during quiet hours
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Empathetic and resilient able to support customers in distress
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Motivational keeping a small remote team engaged and supported
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Experienced ideally with 5 years in a contact centre or emergency service environment
The Company
Join us and find your purpose at Platform!
Working with us is more than just a job you will be joining an amazing organisation that values you and your contribution and where you can truly make a difference and change peoples lives.
You will join the largest social housing association in the Midlands. Were much more than just houses; we build homes strong communities and make a real and positive difference to the lives of our customers.
We recognise the unique and individual needs of people so if you are interested in this role but would like to explore a different way of working to the standard Monday to Friday 9-5 approach then please highlight this on your application or discuss it with us at the interview stage. After all we want to attract the best people to work for us and we know that one size does not fit all.
Platform is a great place to work we offer lots of opportunities for you to get involved share ideas and shape what we do - from networking groups through to fun community and social events. This is an exciting time to join us that will provide you with real exposure to the wider dynamics of a truly modern housing association that will play a major part in delivering our 5-year corporate strategy.
If we receive a high number of applications this vacancy may expire prior to the closing date. Please apply early to avoid disappointment.
Platform Housing Group are committed to building a healthy vibrant and inclusive organisation that treats people with respect and creates opportunities for all.
Why Work Here
Benefits
Our Values
People Matter
Own It
One Team
Be Brave
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Employment Type
Temp
