Customer Service Team Lead in Essex

p strong Team Lead – Customer Service Advisor /strong /p p strong Location: Brentwood (Office-based) /strong /p p strong Contract: Full-time, Permanent /strong /p p br /p p strong About the Role /strong /p p br /p p We are looking for a strong highly organised, proactive and performance-driven Team Lead /strong to join our Customer Service team and support the operational delivery of our Electrical EICR and compliance contracts. /p p br /p p This is a key leadership role responsible for ensuring testing and remedial programmes are strong planned, scheduled, coordinated and delivered efficiently /strong , while maintaining excellent communication between residents, engineers, clients and internal teams. /p p br /p p You will act as the operational link between strong Customer Service, Scheduling, Contract Management and Engineering /strong , taking ownership of service delivery performance, appointment scheduling, resource planning and team performance. /p p br /p p If you thrive in a strong fast-paced, high-volume environment /strong , enjoy leading and developing people, and are passionate about delivering excellent customer service and operational standards, this could be the perfect opportunity for you. /p p br /p p strong Key Responsibilities /strong /p ul li Lead and oversee the scheduling and coordination of planned electrical testing and remedial works, ensuring appointments are booked in line with programme milestones and contract priorities. /li li Provide operational leadership and day-to-day support to strong Service Delivery Coordinators, Scheduling and Customer Service teams /strong . /li li Manage and balance workloads across the team to ensure strong performance, compliance and client targets /strong are consistently achieved. /li li Oversee shared inboxes, scheduling systems, trackers and performance dashboards, ensuring accurate data and timely responses. /li li Act as the strong first escalation point /strong for scheduling issues, service delivery risks, resident complaints and system/process issues. /li li Maintain accurate operational records, trackers, certification logs and performance information. /li li Lead the strong onboarding, training and development /strong of new team members, ensuring employees understand processes and performance expectations. /li li Work closely with Contract Management, Planning and Operations to align appointment availability with resource capacity and delivery requirements. /li li Identify and implement strong process, workflow and system improvements /strong to improve efficiency, quality and customer experience. /li li Ensure consistently high standards of communication with residents and clients, demonstrating professionalism, empathy and compliance with data protection requirements. /li li Provide operational cover during peak periods or resourcing gaps, including supporting phones, scheduling and work allocation where required. /li li Take responsibility for strong absence management, Return to Work meetings and annual leave planning /strong to ensure appropriate departmental cover. /li li Conduct strong 1-to-1s, performance reviews and capability management /strong alongside the Customer Relations Manager. /li li Identify training and development requirements and implement appropriate development plans. /li li Lead daily and weekly team briefings and support remote workers to maintain consistent standards. /li li Mediate team disputes and resolve escalated customer issues professionally and effectively. /li li Build a culture of strong accountability, ownership, high performance and continuous improvement /strong across the department. /li /ul p br /p p strong Skills ExperienceEssential /strong /p ul li Previous experience in strong administration, scheduling, coordination or customer service /strong , ideally within a busy operational environment. /li li Previous experience of strong leading, supervising or supporting a team /strong . /li li Strong IT skills, including strong Microsoft Excel, Outlook and Word /strong , as well as CRM and scheduling systems. /li li Excellent verbal and written communication skills. /li li Strong organisational skills with excellent attention to detail. /li li Ability to prioritise workloads and remain calm and effective under pressure. /li li Strong problem-solving skills with a proactive approach to resolving issues. /li li A team player who is confident taking ownership and supporting colleagues. /li li Ability to manage competing priorities within a fast-paced, high-volume environment. /li /ul p br /p p strong Desirable /strong /p ul li Experience within strong social housing, property services, electrical compliance or facilities management /strong . /li li Experience working with EICR, compliance or planned maintenance programmes. /li li Experience managing customer service or scheduling teams. /li li Experience working against KPIs, SLAs and contractual performance targets. /li /ul p br /p p strong What We Offer /strong /p ul li Permanent, full-time position /li li Opportunity to progress within a growing business /li li Supportive working environment /li li Training and development opportunities /li li Opportunity to make a real impact on customer experience and operational performance /li /ul p br /p p strong Join Our Team /strong /p p This is an excellent opportunity for an experienced Customer Service or Operations professional looking to take the next step in their career and move into a strong team leadership position /strong . /p p If youre organised, driven, commercially aware and enjoy getting the best out of people, wed love to hear from you. /p