Out of Hours Repairs Customer Service Team Leader

Out Of Hours Repairs Customer Service Team Leader
Full time, perm role
5 working days Mon-Sun - 4pm-12am
£30K per annum
East London

We currently have a fantastic opportunity for an Out of Hours Repairs Customer Service Team Leader to join a large Property Maintenance Contractor based in East London.

Purpose:

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.

Key Responsibilities:

• Maintain and improve call centre 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.
• Prepares call centre performance reports by collecting, analysing, and summarizing data and trends.
• Maintain call centre equipment by evaluating each workstation; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades to process and systems.
• Managing office meeting rooms and hot desk facilities.
• 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.
• Using system reports maximise operational service delivery and productivity through dashboard assessments.
• Manage the planning of the allocations tool and ensure efficient and effective utilisation of resources and communicate accordingly.

About You

• Excellent supervisory skills
• Previous experience of leading teams is preferred
• Experience of working in a social housing environment is preferred
• Ability to establish and maintain effective customer relationships
• Experience of developing teams
• Ability to communicate effectively, both verbally, in presentation and in writing, with wide range of people and groups.
• Excellent administration skills
• Excellent customer service skills
• Good working knowledge of Microsoft Office, Word, Excel, & PowerPoint

The following behaviour principles are important to this role:

• Put customers first
• Do the right thing
• Are passionate about what we do
• Grow together
• Strive to be sustainable
  
  

If you are interested in this role, please apply with your CV.

LON123

Keywords: Out of Hours, Team Leader, Planner, Customer Services, Property Maintenance, Repairs, East London