At a Glance
- Tasks: Lead a team to deliver exceptional customer service and resolve complaints effectively.
- Company: Join Morgan Sindall Property Services, a leader in housing asset management.
- Benefits: Enjoy a competitive salary, profit share, private health insurance, and flexible working options.
- Other info: Be part of a diverse team that values innovation and customer focus.
- Why this job: Make a real difference in residents' lives while developing your leadership skills.
- Qualifications: Experience in social housing and strong supervisory skills are essential.
The predicted salary is between 34680 - 34680 £ per year.
We have an excellent opportunity for a proactive and motivated Customer Complaints Team Leader to join our Operations team, based from our office in Basildon, Essex.
About the Role
As the Customer Complaints Team Leader, you will ensure the contact centre operations delivers the required performance, delivering a great customer contact experience through a variety of customer contact channels including phone, email, video, social, correspondence. Working to deliver the best quality service, you’ll lead, motivate, and manage team performance, promoting best practice, innovation, and a strong 'right first time' quality culture. The role includes supporting KPI performance, monitoring risks, improving productivity, and ensuring effective use of IT systems and reporting. You will coach and develop team members, hold regular team meetings, resolve customer complaints, support cost reviews, and contribute to wider business targets such as turnover, absence, and diversity.
About You
You will bring proven experience working within a social housing repairs environment, with a strong understanding of the pressures and priorities involved in delivering high‑quality services to residents. You will have previous experience leading and managing a small team, demonstrating excellent supervisory skills and the ability to motivate and support team performance. You will be highly organised with strong administrative skills, confident in managing workloads, maintaining accurate records, and ensuring processes are followed effectively. Experience handling and resolving customer complaints is essential, alongside the ability to build and maintain positive, professional relationships with customers. You will have a strong understanding of work in progress (WIP) management, using performance data to ensure targets are met and exceeded while consistently delivering excellent customer satisfaction. Exceptional customer service skills are key, along with a proactive and solution‑focused approach. You will also have excellent working knowledge of Microsoft Office, including Word, Excel, and PowerPoint, and be comfortable using systems to support reporting, planning, and day‑to‑day operations.
Benefits
- Profit Share
- Discretionary Annual Bonus Scheme
- Enhanced Pension Plan
- Private Health Insurance or Westfield Healthcare Cash Plan (24hr GP, dental, optical, physio and more)
- Life Assurance & Accident Cover
- Share Save
- Enhanced Maternity & Paternity Pay
- Buy & Sell Holiday Schemes
- Flexible Working & Flexible Bank Holidays
- Cycle to Work
- Volunteering (2 days paid)
- Loyalty & Values Awards
- Funded Professional Subscription
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.
Customer Complaints Team Leader in Basildon employer: Morgan Sindall Property Services Limited
Morgan Sindall Property Services is an exceptional employer located in Basildon, Essex, offering a dynamic work environment that prioritises employee well-being and professional growth. With a strong focus on innovation and customer satisfaction, we provide extensive benefits including a profit share scheme, enhanced pension plans, and flexible working arrangements, all while fostering a culture that values diversity and encourages team collaboration. Join us to make a meaningful impact in the community while advancing your career in a supportive and rewarding atmosphere.
Contact Details:
Morgan Sindall Property Services Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Complaints Team Leader in Basildon
✨Tip Number 1
Get to know the company inside out! Research Morgan Sindall Property Services and understand their values, mission, and the services they provide. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info about the company culture and even lead to referrals, which can significantly boost your chances of landing the job.
✨Tip Number 3
Prepare for common interview questions related to customer complaints and team leadership. Think of specific examples from your past experiences that demonstrate your skills in resolving issues and motivating a team. Practice makes perfect!
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email expressing your appreciation for the opportunity can leave a lasting impression. Plus, it shows your enthusiasm for the role and keeps you on their radar.
We think you need these skills to ace Customer Complaints Team Leader in Basildon
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Customer Complaints Team Leader role. Highlight your experience in managing teams and resolving customer complaints, as well as any relevant skills that match the job description.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Mention specific examples of how you've led teams and improved customer satisfaction in previous positions.
Showcase Your Skills:Don’t forget to showcase your administrative and IT skills, especially with Microsoft Office. Mention how you’ve used data to drive performance and improve service delivery in past roles.
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and get you on the path to joining our fantastic team!
How to prepare for a job interview at Morgan Sindall Property Services Limited
✨Know Your Stuff
Make sure you understand the ins and outs of customer complaints management. Brush up on your knowledge of the social housing repairs environment and be ready to discuss how you've successfully handled complaints in the past.
✨Showcase Your Leadership Skills
As a Customer Complaints Team Leader, you'll need to demonstrate your ability to lead and motivate a team. Prepare examples of how you've coached team members or improved team performance in previous roles.
✨Be Data Savvy
Familiarise yourself with key performance indicators (KPIs) and how they relate to customer satisfaction. Be prepared to discuss how you've used performance data to drive improvements and meet targets.
✨Practice Your Communication
Since you'll be dealing with various customer contact channels, practice articulating your thoughts clearly and confidently. Think about how you would handle difficult conversations and resolve complaints effectively.
