MMP Consultancy are looking to recruit a Customer Service Team Leader on a Temp to Perm basis for an excellent social housing contractor based in Norwich.
Key Responsibilities:
- Dealing with a broad range of customers and their different types of enquiries in relation to property, housing and/or repairs
- Working effectively as part of a dynamic/flexible team.
- Leading and developing project work.
- Working with multiple computer systems.
- Analysing data and compiling reports, showing trends etc.
- Dealing with complex customer enquiries and confrontational customers.
- Leading a team, conducting 121's, performance reviews, coaching and mentoring.
- Producing training programmes and delivering training using a variety of methods.
- Work in a pressurised, fast moving environment.
- Knowledge of housing repairs and customer service skills.
- Managing employees within a customer contact team or similar field.
- Working in a customer services environment using customer processes, customer contact software and proprietary systems.
- How to give excellent customer services whilst complying with corporate and legal guidelines.
Skills & Atribuites:
- Effective communication skills to assess and meet the needs of customers, colleagues and managers.
- Write clear and concise responses to customer enquiries.
- Create develop and maintain effective working relationships with service areas, partners and contractors.
- The ability to lead and be part of a project team.
- Capacity to deal with complex enquiries and put responses into clear plain English, with good use of language and grammar.
- Make decisions, in line with legislation and organisaional policy, on customer issues which may affect their home, finances and family.
- Participate in and contribute to the team performance and ensure effect team behaviour.
- Plan and priorise work effectivley for self and team members.
- Be highly organised and methodical with excellent attention to detail.
- Use a variety of computer software packages and workflow processes to deliver customer service.
- Work with confrontational customers and effectively manage escalated enquiries / complaints.
- Create training plans and procedures and deliver training using different training methods and systems. Monitor and evaluate training.
- Provide the team with leadership, expertise, support and assistance.
- Motivate and support the team members to achieve goals and targets.
- Demonstrate ability to undertake recruitment in line with policy.
- Work in a rotation of duties in line with customer demands and requirements