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Team Leader

Contract Type: Temporary
Location: Woodford Green, London
Salary: Up to £30000 per annum
REF: EM080921_1631107124
Contact Name: Elle Muller
Contact Email:
Job Published: 11 days ago

Job Description

Team Leader
Mon - Fri
1 year FTC - MAT Cover - Potential to go perm
£30K per annum

We currently have a fantastic opportunity for a Team Leader to join a Property Maintenance Contractor based in Walthamstow.


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:

  • Work with the Partnership Director & management team to identify and deliver positive change and business efficiencies.
  • Prepares planning a WIP / contact centre performance reports by collecting, analysing, and summarizing data and trends.
  • Implement all policies, standards and initiatives and manage MSi compliance across the project and have good clear leadership
  • 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
  • Maintain and improve planning 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.
  • Maintain contact centre equipment by evaluating each workstation; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades to process and system+B4s.
  • Managing office meeting rooms and hot desk facilities.
  • Facilitate Customer experience and satisfaction through the effective management and monitoring of communication channels i.e. Rant and Rave.
  • 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.
  • Ensure that the MSi system is updated in a timely manner so that the client and the Operations team are in receipt of the most up to date information.
  • Liaise with the Contact Centre team as appropriate to ensure all works are carried out within agreed timeframes.
  • Provide clear and concise explanations to customers, explaining what will happen next, and what they can expect from the process and MSPS operative.
  • Actively embrace and support a culture of accountability and service excellence.

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 give me a call on 0207 248 7000 or apply with your CV.


Keywords: Team Leader, Planner, Customer Services, Property Maintenance, Repairs, Walthamstow