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- Tasks: Lead a dynamic customer service team to deliver exceptional experiences across multiple channels.
- Company: Join a reputable social housing organisation committed to quality service.
- Benefits: Enjoy a competitive salary, private health insurance, and a discretionary bonus scheme.
- Other info: Opportunity for career growth in a supportive and innovative environment.
- Why this job: Make a real difference in residents' lives while developing your leadership skills.
- Qualifications: Experience in customer service and team management is essential.
The predicted salary is between 34680 - 34680 ÂŁ per year.
Location - Basildon, Essex
Salary - ÂŁ34,680 per annum + excellent benefits
About the Role
As the Customer 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
Customer Service Team Leader in Essex employer: Morgan Sindall Property Services Limited
Contact Detail:
Morgan Sindall Property Services Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Leader in Essex
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the lookout for a Customer Service Team Leader role. You never know who might have the inside scoop on an opportunity!
✨Tip Number 2
Prepare for those interviews! Research common questions for team leader roles and practice your answers. Think about how you can showcase your experience in managing teams and resolving customer complaints effectively.
✨Tip Number 3
Show off your skills! When you get the chance, demonstrate your knowledge of performance data and WIP management during interviews. Highlight how you've used these to improve team productivity and customer satisfaction in the past.
✨Tip Number 4
Apply through our website! We make it super easy for you to submit your application for the Customer Service Team Leader position. Plus, it shows you're serious about joining our team and ready to contribute to our success!
We think you need these skills to ace Customer Service Team Leader in Essex
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your leadership experience and customer service skills, as these are key for the Customer Service Team Leader role.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're the perfect fit for this role. Share specific examples of how you've led teams and improved customer satisfaction in previous positions.
Showcase Your Achievements: Don’t just list your responsibilities; show us what you’ve achieved! Use metrics where possible to demonstrate how you’ve met or exceeded targets in your past roles.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently, plus you’ll find all the details you need about the role there!
How to prepare for a job interview at Morgan Sindall Property Services Limited
✨Know Your Stuff
Make sure you’re familiar with the company’s values and the specifics of the role. Brush up on your knowledge of customer service best practices, especially in a social housing context. This will show that you’re genuinely interested and prepared.
✨Showcase Your Leadership Skills
Be ready to discuss your experience in leading teams. Prepare examples of how you've motivated team members, resolved conflicts, or improved performance. Highlighting your supervisory skills will demonstrate that you can handle the responsibilities of a Customer Service Team Leader.
✨Prepare for Scenario Questions
Expect questions about handling customer complaints or managing team performance. Think of specific situations where you’ve successfully navigated challenges. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly.
✨Demonstrate Your Organisational Skills
Since the role requires strong administrative skills, be prepared to discuss how you manage workloads and maintain accurate records. You might want to share tools or methods you use to stay organised, as this will reassure them of your capability to handle the role effectively.