Customer Service Team Leader

Job Description

Morgan Sindall Property Services have an exciting opportunity for a Customer Service Team Leader to join their team based in Hunslet, Leeds.Location: Hunslet, LeedsSalary: Competitive + BenefitsCustomer Service Team Leader - About the Company:At Morgan Sindall Property Services (MSPS) we believe that talented people are key to our success. There is nothing that excites us more than finding and developing talent and empowering people to be the best they can be.We are the leading provider of building maintenance services within the public sector; providing repairs, planned & void refurbishments, and compliance services to over 200,000 properties nationwide.Customer Service Team Leader - About the Role:Customer Team Leader will ensure the Hub contact centre operations delivers 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.Customer Service Team Leader - Key Responsibilities:- Work with the Partnership Director & management team to identify and deliver positive change and business efficiencies- Prepares planning a WIP / contact centre performance reports by collecting, analysing, and summarizing data and trends- Implement all policies, standards and initiatives and manage MSi compliance across the project and have good clear leadership- Manage day-to-day line activities, prioritise and make risk/impact assessments within existing processes and procedures- Through a detailed understanding of operational, commercial and contractual KPI’s assist the management team and front-line staff in understanding their responsibilities in managing the day to day performance- Maintain and improve planning operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance tasks- Work closely with the team, motivating, coaching and supporting them with regular 1-2-1’s and team meetings and feedback of productivity- Ensure training and development plans are maintained for all team members- Through daily data analysis, identify risks and help protect business reputation through active management- Maintain contact centre equipment by evaluating each workstation; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades to process and system+B4s- Managing office meeting rooms and hot desk facilities- Facilitate Customer experience and satisfaction through the effective management and monitoring of communication channels- Using system reports maximise operational service delivery and productivity- Manage the planning of the allocations tool and ensure efficient and effective utilisation of resources and communicate accordingly- Ensure that the MSi system is updated in a timely manner so that the client and the Operations team are in receipt of the most up to date information- Liaise with the Contact Centre team as appropriate to ensure all works are carried out within agreed timeframes- Provide clear and concise explanations to customers, explaining what will happen next, and what they can expect from the process and MSPS operative- Actively embrace and support a culture of accountability and service excellence- Adopt a continuous improvement mindset and proactively seek ways to improve the way you and Morgan Sindall operates and serves its customersCustomer Service Team Leader - About You:- Excellent supervisory skills- Previous experience of leading and developing teams is preferred- Experience of working in a social housing environment is preferred- Ability to establish and maintain effective customer relationships- Ability to communicate effectively, both verbally, in presentation and in writing, with wide range of people and groups- Excellent administration and Customer Service skills- Good working knowledge of Microsoft Office, Word, Excel, & PowerPointCustomer Service Team Leader - Benefits:- 26 days holiday plus bank holidays- Enhanced Pension Plan- Private Health Single Cover- Life Assurance, Company Car – job need if required for the role- Career progression with our Training and Development programme- Cycle to Work Scheme- Oracle benefits; including Cashback, voucher codes, shopping vouchers, reloadable cards, discount holidays etc.- Eye Care Vouchers- Share Save schemes- 1 Professional Subscription per annum- Paid voluntary work- We will consider requests for flexible working where possibleTo be part of a successful team and build your future career with Morgan Sindall please ‘apply’ now.MSPS are proud to support the resettlement of armed forces personnel.This is a fantastic opportunity to join one of the leading industry sector companies where we recognise the value of diversity, flexible working and that talented people are key to our success Required skills

Keyskills :
Customer Service