Customer Service Team Leader

About the role

As the Customer Team Leader, you will ensure the contact centre operations delivers the required performance, delivering a great customer contact experience through a variety of customer contact channels including phone, email, video, social, correspondence. Working to deliver the best quality service, you'll lead, motivate, and manage team performance, promoting best practice, innovation, and a strong "right first time" quality culture. The role includes supporting KPI performance, monitoring risks, improving productivity, and ensuring effective use of IT systems and reporting. You will coach and develop team members, hold regular team meetings, resolve customer complaints, support cost reviews, and contribute to wider business targets such as turnover, absence, and diversity. About You You will bring proven experience working within a social housing repairs environment, with a strong understanding of the pressures and priorities involved in delivering high-quality services to residents. You will have previous experience leading and managing a small team, demonstrating excellent supervisory skills and the ability to motivate and support team performance. You will be highly organised with strong administrative skills, confident in managing workloads, maintaining accurate records, and ensuring processes are followed effectively. Experience handling and resolving customer complaints is essential, alongside the ability to build and maintain positive, professional relationships with customers. You will have a strong understanding of work in progress (WIP) management, using performance data to ensure targets are met and exceeded while consistently delivering excellent customer satisfaction. Exceptional customer service skills are key, along with a proactive and solution-focused approach. You will also have excellent working knowledge of Microsoft Office, including Word, Excel, and PowerPoint, and be comfortable using systems to support reporting, planning, and day-to-day operations. 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

Benefits

Additional Information

Full Time, Permanent We have an excellent opportunity for a proactive and motivated Customer Service Team Leader to join our Operations team, based from our office in Basildon, Essex.

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