Customer Service Team Leader

Customer Service Team Leader
Loughton, Essex
Full time, Permanent
30,000 - 34,000 PA depending on experience
Working for a Social Housing Contractor
Must have a Full UK Driving License and access to your own Vehicle
Hybrid working

The purpose of the role:

Due to growth within the team, we are looking for a team leader to support the team in providing an exceptional experience for our customers. To proactively engage with customers and colleagues to provide a comprehensive customer satisfaction, after care and feedback service.

Remuneration:

The salary: The ideal candidate will join us on a full-time basis in return for a salary between 30,000 -34,000 per annum. Exact salary will reflect your experience and skill set.

You will also receive other benefits including:

- Opportunity to earn a performance related cash bonus of up 15% of salary

- Pension scheme contributions set at 7% of salary

- Life Insurance cover at 4 x your annual salary

- Private healthcare

- 25 days a year holiday, plus bank holidays

Your key responsibilities will include:

1. Provide leadership and support to the Customer Experience Team (CX Team)
2. Develop, monitor and review performance measures for the CX team, ensuring they function as a high performing team whilst also imbedding company values.
3. Ensure your team is trained and developed to support their requirements and the successful completion of their roles.
4. Promoting high levels of communication with customers within the team and across QPS.
5. Work in partnership with the end client's Complaints Team, resolving complaints in line with the Housing Ombudsman's Complaint Handling Code.
6. Oversee the after-care process during and following damp, mould and condensation works within timescales. Keeping customers updated with appointments and following up with regular checks.
7. Reporting on customer satisfaction following damp, mould and condensation works and monitoring trends.
8. Monitor and compile the outcomes of customer satisfaction surveys for distribution amongst all staff.
9. Learning from feedback by reviewing trends and provide insight into how we can improve the customer experience and share this with other teams.
10. Producing communications to publicise the improvements we have made as a result of feedback from customers and promote positive feedback.
11. Oversee a Customer Panel encouraging customer engagement to review new processes, be involved in testing new systems and handling of complaints.
12. Monitoring and responding to Google Reviews.
13. To visit customers in their home, where necessary, to facilitate the smooth running of repairs or to provide a face-to-face service when dealing with complex complaints.
14. To log and assist the managers with providing evidence regarding Legal Disrepair claims and ensuring any timescales for replies are met.
15. To represent us professionally in meetings and forums.
16. To undertake flexible working patterns as required to provide effective, customer-focussed services.
17. To provide cover in terms of administration and general cover on the phones as required

Corporate

18. Ensure our customer service and delivery is excellent and continually improves.
19. Ensure that our instruction and policies are implemented.
20. Demonstrate our governance mechanisms, ensuring appropriate standards of performance, operational effectiveness, probity, safeguarding, risk management, safety, and equality are maintained.
21. Participate in projects to achieve the most effective services possible for the community, partners and the organisation.

Duties should be regarded as neither exclusive nor exhaustive as the post holder may be required to undertake other duties, commensurate with the grading of the post, without changing the general character of the post.

Required knowledge and skills:
* General maintenance, repairs and damp & mould knowledge advantageous, but not essential.
* Good communication and social skills with a strong customer focus.
* To maintain an effective and professional approach at all times.
* Work with colleagues, other staff, customers and partners to provide efficient and effective services.
* Ability to problem solve, balancing customer needs with targets and constraints.
* Provide advice and guidance to customers.
* Manage and prioritise own workload to take account of conflicting and changing demands and to meet established deadlines.
* Ability to challenge constructively and positively.
* Good knowledge of ICT systems, including software packages such as Microsoft Excel, PowerPoint etc.
* Ability to create insightful reports on customer feedback data and ability to evaluate and draw out conclusion

* Knowledge within the Social Housing Sector

Required qualifications and experience:

* An experienced Team Leader who can engage their team to continuously improve and deliver a first-class customer experience.
* Previous experience of working in a customer-focussed environment.
* Experience of handling feedback from first contact through to a successful resolution.
* Experience of dealing with complex situations.
* Previous experience of dealing with feedback from customers over the phone, in writing and in person.

* Relevant qualification or equivalent working experience in complaint handling and customer service.
* Demonstrate a good awareness of safeguarding issues commensurate with the role.
* A satisfactory DBS check is required as part of this role
* Full driving licence
* Access to a vehicle, for travel to and from sites with business use insurance.

Customer Service Team Leader
Loughton, Essex
Full time, Permanent
30,000 - 34,000 PA depending on experience
Working for a Social Housing Contractor
Must have a Full UK Driving License and access to your own Vehicle
Hybrid working