Customer Service Team Leader

Are you an experienced Customer Service or operational service delivery Team Leader or supervisor, looking for their next role?

Do you have excellent Customer Service and administration skills?

We are working with a well established business based in Harlow, whom are looking for a Team Leader to join them on a full-time permanent contract.

Hours: 8.30am to 5pm - Monday to Friday - office based - possibility of flexibility after probation

The Business Services Administration teams provide end to end administrative support for the clients contracts to assist their business in the delivery of service excellence for reactive, remedial and planned maintenance works.

Responsibilities include initial call triage, allocating jobs to the appropriate skillset based on discipline and contractual priority/response SLA, scheduling appointments with residents, engineer diary scheduling and day to day management, work status updates to customers and residents, updating customer portals, liaising with 3rd party suppliers and internal customers to ensure calls are attended and resolved within a timely manner.

The Business Services Team Leader has excellent Customer Service, planning and organisational skills fulfilling the role of a Team Leader to a high level; is responsible for the daily leadership, work instruction, communication, target setting and direction of the team; liaises closely with the other Business Services teams to ensure Service and Maintenance is delivered to time, cost effectively, to quality standards and customer KPI requirements; supports the Head of Business Services with the identification and implementation of continuous improvement measures across the department and wider business

Experience:
A previous Customer Service or operational service delivery role at Team Leader or Supervisory level held in a Call / Contact centre environment preferred.

Similar industry experience preferred with scheduling, reporting and / or previous analytical responsibility.

Previous high volume internal and external relationship management an advantage.

Excellent communication skills (verbal and written) especially with remote points of contact and the ability to negotiate and influence effectively.

Excellent IT skills including Excel, Outlook, Word and database management

Strong financial awareness acquired in a contract management or service delivery arena preferred.

Excellent organisation skills and document management essential.

Knowledge of Tesseract would be advantageous

To apply, please submit your resume highlighting your relevant experience and skills. Only qualified candidates will be contacted for an interview.