Customer Operations Team Leader

TDS; Dacorum; Hybrid; GBP 32,670 - 33,249; Full time

Benefits offered by this job

33 days holiday including bank holidays

Pension Scheme

Additional day off for your birthday

Plus many more!

Job summary

A tenancy deposit service provider in Hemel Hempstead is seeking a Customer Operations - Team Leader to lead a team of Customer Service Advisors. Responsibilities include managing team performance, conducting training, and enhancing operational efficiency. The ideal candidate will have a strong commitment to customer service and experience in people management. Benefits include 33 days holiday, a pension scheme, and more.

Qualifications

• Demonstrated commitment to excellent customer service.
• Experience in handling employee relations and people management issues.
• Ability to manage multiple tasks and prioritize workloads.
• Excellent written and verbal communication skills.
• Proficiency in applications like Word, Excel, and Outlook.

Responsibilities

• Manage and lead a team of Customer Service Advisors (CSAs).
• Motivate, incentivize, and engage the team.
• Manage performance and absence levels of team members.
• Conduct quarterly performance reviews.
• Identify and implement efficiency process improvements.
• Recruit and train new team members.
• Report on statistics for the department.
• Address customer inquiries and complaints.

Skills

Excellent customer service commitment

Employee relations handling

Task prioritization

Excellent written communication

Excellent verbal communication

Proficiency in Word, Excel, Outlook

Job description

We are TDS. We were established in 2003 to operate tenancy deposit schemes across the UK and to provide dispute resolution services in relation to tenancy deposits. We now operate tenancy deposit schemes in England and Wales, Scotland, and Northern Ireland from our head office in Hemel Hempstead and our other offices in Glasgow and Belfast. In 2022 we also launched the New Homes Ombudsman Service. We are collaborative and forward-thinking with our colleagues and customers at the heart of everything we do. With our proven success, it is necessary to expand our team to ensure the services we offer continue to make a difference.

We have an opportunity within the Operations team to join them as a Customer Operations - Team Leader.

This is a permanent, full-time position that will be based in our TDS office in Hemel Hempstead and will follow our hybrid working policy of a minimum of 2 days in the office per week, but we expect you to manage your time and onsite presence in the way that best supports your team and the business.

The starting salary is £32,670.57 per annum rising to £33,249.43 per annum after successful probation.

Some of the key responsibilities include:

• Managing and leading a team of CSAs.
• Motivating, incentivising and engaging your team and the wider operation.
• Managing performance and absence levels of your CSAs.
• Conduct quarterly performance reviews, identifying areas for improvement based on insights gathered from monthly productivity and quality assurance assessments.
• Improve overall department efficiency and quality be identifying and implementing opportunities for process improvement.
• Recruit and train new team members, collaborating with the Team Trainer and other Team Leads to maintain and enhance training programmes.
• Reporting on daily, weekly and monthly statistics for the department.
• Address customer inquiries and complaints effectively while developing programs and procedures designed to enhance productivity and performance.

To be considered for this opportunity you must:

• Be able to demonstrate a strong commitment to excellent customer service.
• Have experience in handling employee relations and people management issues.
• Be able to manage multiple tasks simultaneously and prioritise a demanding workload.
• Demonstrate excellent written and verbal communication skills, along with proficiency in using applications such as Word, Excel and Outlook.
• Deliver 1 on 1 training and development.

TDS offers a plethora of benefits inclusive of:

• 33 days holiday inc bank holidays
• Pension Scheme
• Additional day off for your birthday
• Plus many more!

If you have any questions or would like to find out more information, please feel free to contact me directly.

TDS is committed to equality, diversity and inclusion in our workforce and to be truly representative of all sections of society.