Customer Service Team Leader

Morgan Sindall Property Services Limited; St Albans; Vor Ort; GBP 28.000 - 36.000; Vollzeit

Benefits dieser Stelle

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 Holid

Cycle to Work

Volunteering (2 days paid)

Learning & Development Opportunities

Extensive Wellbeing Support, including

Loyalty & Values Awards

Funded Professional Subscription

Eye Care Vouchers

Zusammenfassung

Morgan Sindall Property Services Limited is seeking a Customer Service Team Leader for our St Albans office. You will oversee contact centre operations across phone, email, video, social and correspondence channels to meet performance targets.

You will lead a team, support the annual and five-year plans, drive best practices, assure quality, and ensure right-first-time delivery while collaborating with the Customer Performance Manager to meet KPIs and SLAs.

Qualifikationen

• Exceptional communication skills; able to establish and maintain relationships.
• Strong administration skills and attention to detail.
• Proficient with Microsoft Office suite and related tools.

Aufgaben

• Ensure contact centre operations deliver required performance.
• Lead team to develop best practices and implement change.
• Undertake quality assurance and drive right first time culture.
• Manage KPIs and ensure SLA adherence.
• Resolve complaints and acknowledge compliments with action plans.
• Communicate and manage annual leave and absences; cover busy periods.

Kenntnisse

Communication

Administration

Microsoft Office

Customer focus

Tools

Microsoft Office

Jobbeschreibung

Permanent - Full Time

40 hours per week: Monday to Friday, 08:00-17:00, one hour lunch

We are looking to recruit a Customer Service Team Leader to join our team based from our office in St Albans. AL3 6PH

About the Role

Customer Team Leader will ensure the contact centre operations deliver the required performance, being committed to delivering a great customer contact experience through a variety of customer contact channels which might be; Phone, Email, Video, Social, Correspondence.

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

With exceptional communication skills, you'll be able to establish and maintain effective customer relationships and be confident when it comes to presenting to a range of people and groups. You'll have strong administration skills, a good working knowledge of Microsoft Office and above all, an excellent customer focus.

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.

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