Senior Relationship Advisor (Contact Centre Team Leader)

Key responsibilities

• Manage and supervise a team of Relationship Advisors, ensuring service demands are met across all channels
• Monitor team performance using KPIs and a shared framework, taking action to address underperformance and celebrate success
• Resolve escalated enquiries and ensure high standards across calls, emails, face-to-face, social media, and web-chat
• Plan and delegate workloads to balance front-of-house and administrative tasks
• Coach and support team members, set personal objectives, and deliver training for new starters
• Ensure compliance with policies, procedures, and customer confidentiality regulations.

Qualifications, skills and experience

• Excellent written and verbal communication skills
• Ability to handle pressure and prioritise conflicting tasks effectively
• Skilled at motivating and coaching teams, with awareness of leadership style
• Detail-oriented, confident, and highly organised in a busy environment
• Creative thinker who seeks innovative approaches to service delivery.

Please note: We occasionally close vacancies early in the event we receive a high number of applications, so we advise you to submit an application as early as possible.

Location: Hybrid working - two days per week in the office in High Wycombe.

How to apply

Have a read of the job description and if you’re excited about this opportunity take a look at our guidance notes and complete the application form and email it to Recruitment@redkitehousing.org.uk.

If you would like an informal chat regarding this role please contact Ashley.Porter@redkitehousing.org.uk

35-hour week pilot

Since June 2024 we have been piloting a change to our normal full-time, 37-hour 5-day week. We are trialling a shorter 35-hour week (for the same pay as before) where staff work a full day Monday to Thursday, and finish the working week at 1pm every Friday. It’s just a pilot at this stage while we evaluate its impact on our staff, our tenants, and the service we provide, but if successful we will consider a permanent move to this way of working in 2026.