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Out of Hours Repairs Customer Service Team Leader

Contract Type: Permanent
Location: Woodford Green, London
Salary: Up to £30000 per annum
REF: EM1406_1655223461
Contact Name: Elle Muller
Contact Email:
Job Published: 12 days ago

Job Description

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.


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.


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