Customer Planning Team Leader (Social Housing Repairs)

Morgan Sindall Property Services; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

Morgan Sindall Property Services is seeking a Supervisor / Team Leader for their Waltham Forest Team in London. This role involves overseeing contact centre operations, ensuring performance standards, and leading a team to improve customer service delivery. The ideal candidate will possess strong supervisory and administration skills, with a focus on customer interactions.

Benefits

26 Days Holiday & Bank Holidays

Enhanced Pension Plan

Private Healthcare

Life Assurance

Share Save

Flexible Working

Volunteering (2 days paid)

Learning & Development Opportunities

Wellbeing Support

Eye Care Vouchers

Qualifications

• Experience leading and developing a team, ideally in social housing.
• Ability to establish effective customer relationships.
• Excellent verbal and written communication skills.

Responsibilities

• Ensure contact centre operations deliver required performance.
• Support management in achieving annual and 5-year plans.
• Drive quality assurance and manage team KPIs.

Skills

Supervisory skills

Customer service skills

Administration skills

Microsoft Office

Job description

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, both verbally, written and with presentation skills to a range of people and groups. Above all, with exceptional customer service skills, strong administration skills, candidates will have good working knowledge of Microsoft Office.

Benefits

· 26 Days Holiday & Bank Hols

· Enhanced Pension Plan

· Private Healthcare (including 24hr GP)

· Life Assurance

· Share Save

· Enhanced Maternity & Paternity Pay

· Work Perks Discounts & Vouchers

· Buy & Sell Holiday

· Flexible Working & Flexible Bank Holidays

· Cycle to Work

· Volunteering (2 days paid)

· Learning & Development Opportunities

· Extensive Wellbeing Support, including EAP

· Loyalty & Values Awards

· Funded Professional Subscription

· Eye Care Vouchers

About Us

Morgan Sindall Property Services provide integrated asset management for housing associations and local authorities, focusing on improving the living conditions of residents and leaving a lasting legacy in the communities we serve. Our services include, responsive repairs, void refurbishments, compliancy services and planned maintenance works.

With over 1000 employees, we focus on a culture which puts people at the core of everything we do, encourages innovative thinking and always puts our customer first.

Build your career with a leading property services company, where we recognise that diversity of thought and talented people are key to our success.

MSPS are proud to support the resettlement of armed forces personnel

Please refer to full job description upon completing your application.

MSPS are proud to support the resettlement of armed forces personnel