Customer Support Team Leader

Trinity Estates; Hemel Hempstead; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading residential property management company is seeking a Customer Support Team Leader in Hemel Hempstead. You will provide leadership to a team of advisors, ensuring top-tier customer service and coaching team members. The ideal candidate has exceptional leadership skills, experience in customer service, and excellent communication abilities. This hybrid role offers opportunities for personal growth and flexible working conditions.

Benefits

24 days annual leave

Discounts on shopping and services

Employee Assistance Programme

Financial support for personal development

Recognition incentives

Cycle to Work scheme

Employee Referral Scheme

Qualifications

• High passion for customer service and team leadership.
• Proven experience in delivering coaching and feedback.
• Ability to communicate effectively in both verbal and written forms.

Responsibilities

• Lead and motivate a team to deliver excellent customer service.
• Conduct regular performance reviews and provide feedback.
• Coach team members and assist with escalations.

Skills

Exceptional Customer Service

Leadership and motivational skills

Verbal and written communication skills

Attention to detail

Coaching and feedback delivery

IT skills

Ability to work independently and in a team

Line management capabilities

Education

A Level standards or equivalent

Tools

Microsoft Office

Job description

Customer Support Team Leader position at Trinity Estates

Location: Hybrid/Hemel Hempstead

Working Hours: 0900 - 1710 Monday - Friday

Salary: Competitive

About Trinity Estates

Trinity are one of the largest residential property management companies in England and Wales. Working with leading house builders across the country, Trinity provides residential management services nationally. Our property professionals are home based and are located locally to the sites they manage. They are fully supported by a comprehensive team in our Hertfordshire head office which comprises, Surveyors, Accountants, Legal professionals, and a large customer support team. Trinity is part of the Trinity Property Group, an Odevo Group Company.

Benefits

• 24 days annual leave for work-life balance.
• Discounts on shopping and services through Perkbox.
• Employee Assistance Programme for confidential support.
• Hybrid and flexible work opportunities.
• Financial support for personal development.
• Opportunities for career growth.
• Recognition incentives.
• Cycle to Work scheme for a healthy lifestyle.
• Employee Referral Scheme for potential bonuses.

About Us Customer Support Team

We are a vibrant, fun, and hardworking group of approximately 30+ team members who are passionate about providing outstanding customer service to all our residents and clients. We are proud that our team is a diverse group of individuals representing all ages, cultures, and backgrounds. The team is supportive and nurturing and we value each others qualities. The customer support management team provide strong and structured leadership and support as well as on the job training.

Job Description

The role of Customer Support Team Leader is responsible for providing leadership and mentoring to a team of Customer Support Advisors in order to deliver first-class customer service.

Key Responsibilities And Tasks Include

• Motivate the team to ensure excellent delivery of Customer Service, always leading by example.
• Conduct regular one to one review meetings with the team, ensuring appropriate feedback is delivered and monthly objectives are created.
• Coach and mentor, the customer support team members and assist with escalations where required.
• Recognise training needs within the team and design ideas to assist with the creation of new training packages.
• To work effectively with Trinity colleagues to always ensure an excellent delivery of customer service.
• Build and maintain good relationships with the other Team Leaders within the customer support department and all other departments within Trinity.
• To comply with company Health & Safety Policy and ensure the customer support team are championing Trinitys values and visions.

Qualifications And Skills

• Passion for exceptional Customer Service
• Excellent leadership and motivational skills
• Excellent verbal and written communication skills
• Educated to A Level standards or equivalent
• Ability to demonstrate high attention to detail
• Delivery of coaching and feedback sessions
• Demonstrable intermediate levels of IT skills and personal organisation
• Ability to work independently as well as part of a group
• Proven line management capabilities
• An ability to liaise with a range of people.

The Following Skills Would Prove Advantageous

• Knowledge of the residential property management sector
• Advanced knowledge of Microsoft computer packages
• Line management / Leadership qualifications.

Application Process

All applicants must be eligible to live and work in the UK without restrictions, and documented evidence of eligibility will be required.