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For Companies At a Glance
- Tasks: Lead a dynamic team to achieve daily and monthly targets while ensuring top-notch customer service.
- Company: Join e.surv Chartered Surveyors, the UK's leading residential surveyor since 1989.
- Benefits: Enjoy competitive pay, career growth, and a supportive work culture.
- Why this job: Make a real impact by coaching and motivating your team to excel.
- Qualifications: Strong leadership skills and experience in managing teams are essential.
- Other info: Be part of a collaborative environment with opportunities for professional development.
The predicted salary is between 36000 - 60000 £ per year.
Overview
Responsible for the successful day to day running of a Team of Central Operations colleagues through strong leadership, motivating, engaging, and coaching staff to deliver against daily, weekly, and monthly call/booking targets.
Responsibilities
- Ensuring service levels are delivered and optimum productivity is achieved through effective time management
- Using Management Information (MI) to drive performance improvements and increase productivity and quality
- Conducting regular call/case monitoring side-by-side call listening to ensure quality set standards are met, processes are followed, and customer experience is in line with our company values
- Delivering feedback and providing coaching to drive excellence and ensure colleagues meet the required quality standards and productivity targets, putting support in place in a timely manner when required
- Providing feedback and working collaboratively with stakeholders at all levels on matters aligned to improving quality and performance
- Managing absence, conducting probation reviews, appraisals, initiating performance improvement plans (PIP\’s), conducting disciplinaries
- Embedding training and process change within the team, ensuring consistency and accuracy
- Resolving issues at the first point of contact and encouraging the team to do so within individual limits
- Liaising with the Operations Manager(s) to highlight conflicts of interest and raise concerns relating to the role
- Contributing to a supportive team culture, working collaboratively with other areas of the business to share best practice and learnings
- Supporting unexpected business continuity incidents and team response situations to ensure the impact on customers and clients is mitigated and assisting a successful recovery
- Ensuring all team written and verbal communication is professional, in line with company values
- Managing stakeholder relationships driving customer service excellence
- Performing any other reasonable task as directed by Operations Manager(s)/Operations Director(s)
Recruitment and Onboarding
- Liaising with internal recruitment colleagues and external agencies to fill vacancies and maintain budgeted team headcount
- Conducting interviews following agreed protocols
- Providing feedback to agencies on candidates interviewed
- Liaise with HR to ensure company onboarding processes are completed within agreed timescales
- Engaging with new employees ahead of day one to ensure appropriate support is provided
Audit and Compliance
- Adhering to quality management guidelines as directed, and in line with ISO 9001 frameworks
- Ensuring that all mandatory compliance modules are completed for self and team members within the set timescales
- Identifying risks and implementing action plans to mitigate compliance failures
- Ensuring all company policies and security processes are adhered to
Resource and Capacity Management
- Ensuring sufficient resourcing and capacity is scheduled to ensure all calls/cases are handled within agreed SLA\’s and providing exceptional customer service
- Delivering agreed client service levels through efficient and effective teamwork
Trading since 1989, e.surv Chartered Surveyors is the UK\’s number one residential surveyor and the largest provider of property risk expertise and residential surveying services.
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Team Leader employer: ICIMS
Contact Detail:
ICIMS Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Team Leader
✨Tip Number 1
Get your networking game on! Reach out to current or former employees at e.surv Chartered Surveyors. They can give you the inside scoop on what it’s really like to work there and might even put in a good word for you.
✨Tip Number 2
Prepare for those interviews by practising common questions related to team leadership and performance management. We recommend role-playing with a friend to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your coaching and mentoring skills during interviews. Share specific examples of how you've motivated teams in the past, as this aligns perfectly with the responsibilities of the Team Leader role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed and shows you’re serious about joining the e.surv team.
We think you need these skills to ace Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Team Leader role. Highlight your leadership experience, coaching abilities, and any relevant metrics you've achieved in previous roles.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about leading a team and how you can contribute to our company values. Be specific about your achievements and how they relate to the responsibilities listed in the job description.
Showcase Your Communication Skills: Since this role involves managing stakeholder relationships and ensuring professional communication, make sure your application is clear, concise, and free of errors. This is your first impression, so let your writing reflect your professionalism!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at ICIMS
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Team Leader. Familiarise yourself with how to motivate and engage a team, manage performance, and ensure service levels are met. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Prepare Real-Life Examples
Think of specific situations where you've successfully led a team or improved performance. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will demonstrate your leadership skills and ability to drive results, which is crucial for this position.
✨Showcase Your Coaching Skills
Since coaching and providing feedback is a key part of the job, be ready to discuss your approach to developing team members. Share examples of how you've helped colleagues improve their performance and how you handle difficult conversations. This will highlight your ability to foster a supportive team culture.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team's current challenges, how success is measured, or what the company values most in its leaders. This shows your enthusiasm for the role and helps you gauge if the company is the right fit for you.
