Customer Service Team Leader

Customer Service Team Leader / Coordinator - Social Housing Repairs & Maintenance

Full time, permanent

Based in Ealing

£35,000 - £38,000 per annum

Here at Howells, we are working with a leading social housing / maintenance contractor to recruit a successful and proactive Customer Service Team Leader to join their team based in Ealing.

Team Leader Duties:

• Lead colleagues on your team to develop best practise and implement change.
• Coach, mentor and motivate direct reports, ensuring development needs are identified and that the PDR process is consistently applied across all your team members.
• Assess resource requirements and support the management of the day to day activity, ensuring that all team objectives are met within overall time, cost and budget constraints.
• Support the Management team in the achievement and delivery of annual and 5 year plans.
• Support the implementation of policies, company and industry standards and initiatives and be aware of contractual compliancy across all projects.
• Support a climate of ideas into innovation and motivate others to act on them.
• Manage team performance in line with Company policy.
• Motivate your team to exceed targets.
• Support the Management team and maximise service delivery and productivity to achieve high levels of performance.
• Undertake quality assurance and drive a culture of right first time.
• Promote effective use of internal IT systems within the business, ensuring compliance and effective utilisation.
• Hold regular review team meetings.
• Demonstrate the performance of your project through inputting to required reports to the management team.
• Understand and implement solutions in line with the needs of the client and customer.
• Resolve complaints and acknowledge compliments informing the Management team. Implement action plans to address any areas of dis-satisfaction.
• Assist on the attainment of targets for turnover, absence, promotion, diversity, etc.

Team Leader Experience:

• Social Housing reactive repairs and contractor experience.
• Team Management experience.
• Analytical use of Management Information.
• Experience of working with complex cases.
• Claims mitigation.
• IT skills, Customer Service skills and the ability to work well under pressure.

You will be working for a modern, forward thinking business; that believes the strengths, skills and personalities of their people are the key to the group's success. This is a permanent, full time role for which you will receive a highly competitive salary + benefits.

If this is the role for you, please apply online or call .

Howells is acting as an Employment Agency in relation to this vacancy.