Customer Service Team Leader

Permanent – Full Time
We are looking to recruit a Customer Service Team Leader to join our Welwyn & Hatfield Contract, based from our office in Welwyn Garden City, AL8 6AE
About the Role
Customer Team Leader will ensure the contact centre operations deliver 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.
Assessing resourcing requirements and supporting the day-to-day activity, you’ll support the Management team in the delivery and achievement of the annual and 5 year plan and lead colleagues on your team to develop best practice and implement change. You’ll undertake quality assurance and drive a culture of ‘right first time’, as well as assisting and working alongside the Customer Performance Manager to manage the KPI’s and ensure SLA’s are adhered to. You’ll resolve complaints and acknowledge compliments, implementing action plans to address any areas of dis-satisfaction. You’ll communicate and manage annual leave and absences and use initiative to assist the team when necessary, covering absence and busy periods.
About You
With exceptional communication skills, you’ll be able to establish and maintain effective customer relationships and be confident when it comes to presenting to a range of people and groups. You’ll have strong administration skills, a good working knowledge of Microsoft Office and above all, an excellent customer focus.
Benefits
* 26 Days Holiday & Bank Hols
* Enhanced Pension Plan
* Private Healthcare (including 24hr GP)
* Life Assurance
* Share Save
* Enhanced Maternity & Paternity Pay
* Work Perks Discounts & Vouchers
* Buy & Sell Holiday
* Flexible Working & Flexible Bank Holidays
* Cycle to Work
* Volunteering (2 days paid)
* Learning & Development Opportunities
* Extensive Wellbeing Support, including EAP
* Loyalty & Values Awards
* Funded Professional Subscription
* Eye Care Vouchers
About Us
Morgan Sindall Property Services provide integrated asset management for housing associations and local authorities, focusing on improving the living conditions of residents and leaving a lasting legacy in the communities we serve. Our services include, responsive repairs, void refurbishments, compliancy services and planned maintenance works.
With over 1000 employees, we focus on a culture which puts people at the core of everything we do, encourages innovative thinking and always puts our customer first.
Build your career with a leading property services company, where we recognise that diversity of thought and talented people are key to our success.
MSPS are proud to support the resettlement of armed forces personnel
We shortlist and interview for our roles throughout the duration of the advert. Therefore, we would encourage you to submit your application as soon as possible to avoid disappointment. We reserve the right to close any of our adverts prior to the stated closing date should we have a high volume of appropriate candidates.
Please refer to full job description upon completing your application