Customer Service Team Leader - Multi-Channel Quality

Morgan Sindall Property Services Limited; St Albans; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

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

Job summary

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.

Qualifications

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

Responsibilities

• 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.

Skills

Communication

Administration

Microsoft Office

Customer focus

Tools

Microsoft Office

Job description

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.