Fixed Term 12 months Full Time We are looking to recruit a Supervisor / Team Leader to join our Waltham Forest Team Based at our office at Unit 5 Osprey House, Chingford, London E4 8TD. About the Role As Team Leader / Supervisor, you ll be responsible for ensuring the Hub contact centre operations delivers the required performance, whilst continuing our commitment to delivering a great customer contact experience through a variety of customer contact channels, i.e. phone, email, video, social etc. Assessing resourcing requirements and supporting the day-to-day activity, you ll support the Management team in the delivery and achievement of the annual and 5 year plan and lead colleagues on your team to develop best practice and implement change. You ll undertake quality assurance and drive a culture of right first time , as well as assisting and working alongside the Customer Performance Manager to manage the KPI s and ensure SLA s are adhered to. You ll resolve complaints and acknowledge compliments, implementing action plans to address any areas of dis-satisfaction. You ll communicate and manage annual leave and absences and use initiative to assist the team when necessary, covering absence and busy periods. About You Candidates will have excellent supervisory skills, with previous experience leading and developing a team, ideally within a social housing environment. With the ability to establish and maintain effective customer relationships, you ll communicate effectively, b