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Customer Service Team Leader

Customer Service Team Leader

  • Location

    Lewisham

  • Sector:

    Public Sector

  • Job type:

    Permanent

  • Salary:

    £35k per year

  • Contact:

    Jolie Jackson

  • Contact email:

    jolie.jackson@buildrec.com

  • Contact phone:

    02031764790

  • Job ref:

    19037

  • Published:

    about 1 month ago

  • Expiry date:

    2021-09-17

Customer Service Team Leader (Repairs)

Permanent Contract

£35,000k Salary

Based: Lewisham

8am - 5pm / Full time Monday - Friday

 

The successful candidate will Be managing a Team of 7.

Ideally looking for someone that has previously done Planning before within repairs.

 

The Role:

You will lead our cross functional team providing administration and emergency and routine call handling/scheduling service to our client/s.

ou will ensure that the correct information and management of contact for our internal/external customers and suppliers are in-line with our policies and procedures.

Working within our operational team you will be aiding all stakeholders needs through to completion.

You will be responsible for the proactive/reactive management of all service requirements and, ensuring jobs are accurately diagnosed, prioritised and that the correct engineer is dispatched, whilst ensuring high levels of customer service and adherence to client KPI's at all times

 

Main Duties:

To provide full support to the Contracts Manager in a managerial capacity to other members of the customer service team

Ensure effectiveness, productivity and overall efficiency in our service by the smooth running of the call handling and operative's diaries to attend repairs/maintenance works based on priority workload. This will be on our in-house database in accordance with policy, practice and KPI targets.

Ensuring all customers are kept up to date on works being carried out and informed of appointments accurately

Ensure that response to all internal/external customer calls/email enquiries and adhere to targets and objectives set

Running reports, KPI setting and monitoring, identifying any implementing any service improvement areas

To support the Contracts Manager in mentoring and training other members of the Customer Service department through ongoing quality checks/audits

To effectively manage the Customer Service department, by prioritising the required for effective call handling, planning, target setting and evaluation.

Ensure all follow on works are planned in a timely manner and all resulting queries and updates requested by the resident are handled in accordance to our SLA.

Support, maintain and assist in developing customer service guidance and procedures to ensure continuous improvement

Manage and motivate staff in a customer service environment, and be familiar with working with computerised systems, including telephony, data entry and planning.

To provide early warning / notification of any companywide/contract issues that may occur by notification to the Contracts Manager/ Senior Managers

Ensure that any responsible staff are cognizant of associated risks applicable in carrying out their roles and that proper measures are adopted to manage, control and minimise any risks which may apply to their daily duties

Maintain procedures for accurate record keeping updating our system at all times, coordinating and enforcing systems and policies.

Complaint escalations

Utilising all aspects of Outlook and maintaining records on our in-house database. Excel may also be included.

Ensuring deadlines are met across the team.

Monitor internal system to ensure that issues are resolved in a timely manner by the relevant person

Respond positively and manage efficiently all stakeholders/customers' needs/support.

Successfully manage workload as directed by the Contracts Manger/ Senior Managers.

Ensure all operational projects are fully in accordance with their guidance and procedures

Support, maintain and assist in developing customer service guidance and procedures to ensure continuous improvement

Administration support and data entry where required

Organise, complete and communicate the status of operational programme targets

To carry out staff appraisals as and when required

To ensure discipline and professional standards are maintained

Provide an efficient, courteous and professional approach to all customers

To encourage and engender the professional development of all staff to whom you are responsible for

Work with the business support team in providing support to the Places and Communities division

To support other business functions within the companies where required to further enhance and support it in its growth strategy

Experience:

Fantastic written and verbal communication skills

Excellent working ethic

Planning/Call Centre Experience

Managing a team

Outlook efficient

Understanding and meeting of KPI/SLA targets

  • Proven excellent customer service experience
  • Knowledge of all MS Office packages
  • Working in Social Housing sector in responsive repairs.

 

Skills:

Excellent organisational skills

Effectively manage time in order to meet deadlines

Ability to work on more than one project at a time

Ability to process information from more than one source

Professional attitude and approach to work

Ability to competently operate MS Word & Excel

Ability to work to tight deadlines

Good verbal and written communicator

Be customer focused and deliver exceptional customer service.

 

If you are interested - Please apply ASAP

 

Build Recruitment Limited acts as an Employment Business for the supply of temporary workers and an Employment Agency in relation to permanent vacancies. Build Recruitment is an equal opportunities employer.