Customer Service Performance Leader

Customer Service Performance Leader

Salary circa £32,000 per annum plus, 34 days leave, and matching pension contributions

Permanent, full time (37.5 hpw), Monday to Friday, shifts between 8am and 6pm

One Strawberry Lane, Newcastle upon Tyne

We cannot offer a CoS for this role

Home, a place where you belong

We’re proud to be an award-winning Customer Service Centre.

Now we’re looking for aspirational leaders to help us go even further.

If you’re ready to make a bigger impact, lead a high-performing team and shape the future of customer service, this could be your next move.

What you’ll do


* Lead a team of 10-15 advisors to deliver brilliant service across all channels


* Track performance, coach colleagues and tackle underperformance early


* Use data and insight to spot trends and improve service delivery


* Support voice and digital channels, ensuring our service offer continually improves.


* Build strong relationships across teams and stakeholders to get it right for customers 

Why join us

We’re passionate about helping our customers and helping our people grow.

You’ll get mentoring, coaching and the chance to shape how we work.

We’ll support your development and help you reach your potential.

Be part of one of the UK’s top 10 Great Places to Work!

You have


* Experience leading inbound/outbound customer service in a busy contact centre


* Strong performance management and coaching skills


* Confidence supporting diverse customer needs with empathy and identifying lessons learned/root causes.


* Leadership, contact centre operations or coaching qualifications (or working towards one)


* Experience with omnichannel technology like livechat, WhatsApp, social media and CRM systems

Stronger together

We do our best work when we’re ourselves.

That’s why inclusion, wellbeing, and our diversity networks help make Home Group a great place to work!

The practical bits


* You’ll work Monday to Friday


* We work between the hours of 8 am to 6 pm


* We work on a hybrid basis with a minimum 2 days per week in our Newcastle upon Tyne office, and the remaining time from home.

If you want to attend our offices more frequently, that’s fine too!

What’s in it for you?


* 34 days leave (this includes bank holidays and a “me day”) and the option to buy 5 more days yearly plus 2 paid volunteering days each year


* Matching pension contribution (up to 7% and life insurance of 3x basic salary)


* Health cash plan saving you (and your children) £1140+ each year covering dental, opticians, prescriptions and more


* 800+ discounts on shops, holidays, days out, tech and more


* Career path with development and excellent training package


* Family friendly policies including maternity, paternity, adoption, neonatal, fertility and menopause support

Find out more

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