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Customer Service Team Leader - Repairs

  • Location

    Watford

  • Sector:

    Housing Maintenance Trades

  • Job type:

    Permanent

  • Salary:

    £35k - 40k per year

  • Contact:

    Holly Lewis

  • Contact email:

    holly.lewis@buildrec.com

  • Contact phone:

    020 3176 4790

  • Job ref:

    HL_13767

  • Published:

    13 days ago

  • Expiry date:

    2019-12-26

Customer Service Team Leader (Perm)

Location: Watford

 

Salary: £35K - £40K

Hours: 8:00am – 5:00pm

I am currently recruiting for a Customer Service Team Leader to be based in Watford. This is a permanent full-time role working 40 hours per week.


General Overview:

The main purpose of the Customer Service Team Leader role is to, lead our cross functional team providing administration and emergency and routine call handling/scheduling service to our client/s.

You 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 Responsibilities/Duties Include:

  • 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 company wide/contract issues that may occur by notification to the Contracts Manager/ Senior Managers
  • 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.
  • 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 ensure discipline and professional standards are maintained
  • Provide an efficient, courteous and professional approach to all customers

Required Qualifications, Skills or Experience:

  • Planning/Call Centre Experience
  • Managing a team
  • Outlook and excel 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 and gas

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.