Team Leader - Client Services

Job Locations

UK-Kettering

Job Profile

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. To put it into numbers, we complete more than one property inspection every 12 seconds and employ over 600 surveyors from Land’s End to John O’Groats and Northern Ireland. This gives us the flexibility to offer nationwide coverage combined with invaluable local knowledge.

We\’re part of theLSL Property Services PLC Group, which includes household names Your Move and Reeds Rains, as well as the mortgage network PRIMIS. We work with lenders, intermediaries, social housing entities and estate agents in addition to private customers.

Due to expansion within the department, we are currently looking for a Team Leader within our Client Services (Telephony Team). If you\’re someone who enjoys a flexible work schedule, this role allows for 4 to 5 days a week of your choosing, giving you the chance to lead, develop, and truly make a difference.

It is a Hybrid position with at least 2-3 days in Kettering Office.

Team Leader

Key Accountabilities:

Leadership

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:

• 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
• Providing feedback and working collaboratively with stakeholders at all levels
• 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

Optimising surveyor capacity and Central Operations productivity

Apply now.

To submit your details, or for a confidential chat about life at e.surv, please contact Alka in our Recruitment Team on 0751808563 for a confidential discussion.

PRE EMPLOYMENT SCREENING – All of our employees have to pass a Criminal Records Disclosure and Credit Referencing Process in order to work with our lender clients, if you are unsure on this, ask the team and we\’ll be happy to explain the process.

e.surv is an equal opportunity and Disability Confident employer, dedicated to building a diverse and inclusive workplace. We welcome applications from people of all abilities and backgrounds, and we do not discriminate based on disability or individual needs. If you require any reasonable adjustments during the recruitment process, please let us know.