Customer Experience Centre Team Leader

Salary £26,999 - £33,799 plus excellent benefits

We are looking for a Customer Experience Centre Team Leader to join our Building Control team in Birmingham.  The role will be responsible for:

  • Supervising the outputs of the Customer Experience Centre Case Handler Team.
  • Ensuring all work instructions are fully distributed, co-ordinated and managed to ensure output requirments are delivered in an efficient and consistent manner.
  • Supporting the immediate and wider teams in progressing issues whilst acting as a co-ordinator to achieve resolution in the most effective and timely manner.
  • Working with the Management team to deliver services in line with contractual KPI’s
  • Demonstrating, inspiring and fostering core Acivico values and behaviours within team.
  • Delivering the CEC service in line with Acivico’s vision, values and corporate strategy.

To be successful, you will be able to demonstrate the above requirements and understand how to deliver Customer Experience under a ‘NetPromoter’ model or similar.

You will understand what it means to deliver service excellence in a case handler operating model and be able to monitor and motivate a team.

It would be advantageous if you could demonstrate any of the following:

  • Construction sector experience
  • Knowledge of Building Control
  • Working in a regulated environment
  • A second language reflective of the Birmingham community

You can find a full job description here

Please respond with your c.v. and a covering letter to, setting out what you believe Customer Excellence is and why you are suitable for the role.