Customer Supervisor/Team Leader

www.findapprenticeship.service.gov.uk - Jobboard; United Kingdom; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading property services company in Basildon is seeking a Customer Service Team Leader to oversee operations in the contact center. You will lead a team, ensuring high performance and a positive workplace culture. This position requires strong people management and communication skills. The company offers competitive benefits including a discretionary annual bonus, private health insurance, and flexible working options.

Benefits

Profit Share Discretionary Annual Bonus Scheme

26 Days Holiday plus Bank Holidays

Enhanced Pension Plan

Private Health Insurance

Life Assurance & Accident Cover

Enhanced Maternity & Paternity Pay

Flexible Working

Cycle to Work

Learning & Development Opportunities

Qualifications

• Experience managing a team in a busy office setting.
• Strong people management skills.
• Ability to motivate and inspire a diverse team.

Responsibilities

• Lead and supervise a team to achieve goals.
• Conduct regular one-on-one meetings and performance reviews.
• Monitor team performance metrics and take appropriate action.

Skills

People management

Effective communication

Motivation

Conflict resolution

Job description

Permanent – Full Time, 40 Hour per week.

We are looking to recruit a Customer Service Team Leader to join our Basildon Repairs Team, based from our office in Basildon.

About the Role

As a Customer Service Team Leader, you’ll be responsible for ensuring the Basildon 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

We are seeking an experienced and motivated person to manage and develop our team in a busy office setting. The ideal candidate will be responsible for overseeing daily operations, ensuring team performance, and promoting a positive workplace culture. This role requires strong people management skills, effective communication, and the ability to motivate and inspire a diverse team.

Key Responsibilities

• Lead and supervise a team of employees to achieve departmental goals and objectives.
• Foster a positive and inclusive work environment that encourages collaboration and high performance.
• Conduct regular one-on-one meetings and performance reviews to provide feedback, guidance, and support for team members.
• Develop and implement training and development programs to enhance team skills and career growth.
• Monitor team performance metrics and take appropriate action to ensure targets are met.
• Resolve conflicts and address employee concerns in a timely and constructive manner.
• Collaborate with other departments to streamline processes and improve overall efficiency.

Benefits

• Profit Share Discretionary Annual Bonus Scheme
• 26 Days Holiday plus Bank Holidays
• Enhanced Pension Plan
• Private Health Insurance or Westfield Healthcare Cash Plan (24hr GP, dental, optical, physio and more)
• Life Assurance & Accident Cover
• Share Save
• Enhanced Maternity & Paternity Pay
• Work Perks Discounts & Vouchers
• Buy & Sell Holiday Schemes
• 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

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 the full Job Description upon completing your application.