At a Glance
- Tasks: Lead a team to deliver exceptional customer service and resolve issues with care.
- Company: Join a dynamic company focused on quality and customer satisfaction.
- Benefits: Competitive salary, hybrid working, and opportunities for professional growth.
- Other info: Enjoy a flexible work environment with a focus on continuous improvement.
- Why this job: Make a real difference in customers' lives while developing your leadership skills.
- Qualifications: Experience in team leadership and strong communication skills required.
The predicted salary is between 37854 - 47319 £ per year.
- Salary: London - £37,854 - £47,319 per annum / National - £34,869 - £43,586 per annum
- Overview
We’re seeking a Customer Care & Quality Team Leader who can guide and develop a team of Customer Care and Quality Executives to ensure that every customer receives the best service throughout their journey.
In this operational role, you’ll play a crucial part in helping us achieve our mission: ensuring that any defects in our customers' new homes are resolved promptly and handled with care, professionalism, and empathy.
Responsibilities
- Supervise the team's day‑to‑day performance and ensure that processes are followed.
- Maintain consistently high service levels and meet objectives related to productivity and turnaround times.
- Monitor and enhance the use of the CRM system.
- Lead by example, motivate the team, and empower staff to take pride and ownership of their work.
- Drive positive change and continuous improvement through data‑driven decision making.
- Manage resources effectively to maximise team potential.
- Serve as the main point of escalation for complex customer cases.
Qualifications
- Proven experience in leading and developing high‑performing teams.
- Excellent communication skills and the ability to influence colleagues and customers.
- Strong analytical skills with a keen eye for performance data.
- Experience in resource management and process improvement.
- Demonstrated ability to motivate others and foster a culture of ownership.
- Valid UK working rights and willingness to travel across the region.
- Working Conditions
- Hybrid role: office in London or Manchester with required in‑office days.
- Work from home and office at least 3 days per week.
- Eligible candidates must reside in England or Wales during employment period.
- Salary aligned to the London or National pay scale depending on location.
- #J-18808-Ljbffr
We think you need these skills to ace Customer Care & Quality Team Leader
Team Leadership
Customer Service
Performance Management
CRM System Proficiency
Data-Driven Decision Making
Resource Management
Process Improvement
