Customer Planning Team Leader (Social Housing Repairs)

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

Job summary

Morgan Sindall Property Services seeks a Customer Planning Team Leader for its Waltham Forest office. The role involves overseeing contact center operations to ensure optimal performance and excellent customer experience. The ideal candidate will possess strong leadership skills and a background in social housing to support a dedicated team. Join us for a rewarding career that prioritizes people and innovation.

Benefits

Enhanced Pension Plan

Private Healthcare (including 24hr GP)

Share Save

Enhanced Maternity & Paternity Pay

Work Perks Discounts & Vouchers

Buy & Sell Holiday

Cycle to Work

Volunteering (2 days paid)

Learning & Development Opportunities

Loyalty & Values Awards

Funded Professional Subscription

Eye Care Vouchers

Qualifications

• Previous experience leading and developing a team, ideally in social housing.
• Strong administration abilities and exceptional customer service skills.
• Effective verbal and written communication skills.

Responsibilities

• Ensure Hub contact center operations meet performance requirements.
• Lead team to develop best practices and implement changes.
• Manage KPIs and SLA adherence, resolve complaints and manage absences.

Skills

Supervisory skills

Excellent communication

Customer service

Administration

Tools

Microsoft Office

Job description

Customer Planning Team Leader (Social Housing Repairs)

Reference - MSPS192331

Expiry date - 01/07/2025

Location - Chingford, London

Salary - £30,000

Apply now

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 deliver the required performance, whilst continuing our commitment to delivering a great customer contact experience through various channels, such as phone, email, video, and social media.

You will assess resourcing needs, support daily activities, and assist the Management team in achieving both the annual and 5-year plans. You’ll lead colleagues to develop best practices and implement changes, undertake quality assurance, and foster a culture of ‘right first time’. Additionally, you’ll work with the Customer Performance Manager to manage KPIs and SLA adherence, resolve complaints, acknowledge compliments, and implement corrective actions. Managing annual leave and absences, you’ll use your initiative to support the team during absences and busy periods.

About You

You should have excellent supervisory skills with previous experience leading and developing a team, ideally in a social housing environment. Effective communication skills, both verbal and written, along with presentation skills, are essential. You must possess exceptional customer service skills, strong administration abilities, and a good working knowledge of Microsoft Office.

Benefits

• Enhanced Pension Plan
• Private Healthcare (including 24hr GP)
• Share Save
• Enhanced Maternity & Paternity Pay
• Work Perks Discounts & Vouchers
• Buy & Sell Holiday
• Cycle to Work
• Volunteering (2 days paid)
• Learning & Development Opportunities
• Loyalty & Values Awards
• Funded Professional Subscription
• Eye Care Vouchers

About Us

Morgan Sindall Property Services provides integrated asset management for housing associations and local authorities, focusing on improving residents’ living conditions and making a lasting community impact. Our services include responsive repairs, void refurbishments, compliance services, and planned maintenance works.

With over 1000 employees, we foster a culture that values people, encourages innovation, and prioritizes our customers. Build your career with us, where diversity and talented individuals are key to our success.

MSPS proudly supports the resettlement of armed forces personnel.

Please refer to the full job description upon completing your application.