Benefits
26 days holiday plus bank holidays, Enhanced Pension Plan, Private Health Single Cover, Life Assurance, Company Car – job need if required for the role, Career progression with our Training and Development programme, Cycle to Work Scheme, Oracle benefits; including Cashback, voucher codes, shopping vouchers, reloadable cards, discount holidays etc., Eye Care Vouchers, Share Save schemes, 1 Professional Subscription per annum., Paid voluntary work, we will consider requests for flexible working where possible
About the Company
Morgan Sindall Group is a leading UK construction and regeneration group, operating in the public and commercial sectors, through six divisions of construction and infrastructure, fit out, property services, partnership housing, urban regeneration and investments.
Morgan Sindall Property Services provides integrated property maintenance services to Local Authorities and housing association clients. We provide planned and reactive maintenance to over 200,000 domestic properties nationwide and have a significant portfolio of large-scale framework refurbishment programmes and strong secured order book and continue to secure long term transformational contracts supported by our USP’s.
We’re passionate about providing services that meet the needs and expectations of each customer and the communities they live in. What makes us special is our ability to capture and translate data gathered from our state-of-the-art systems on our service, assets, customers and communities and improving customer journey. We believe the real value can be found in the intersection of these data sets to provide actionable insights for our clients, helping them to make better investment decisions, improve customer experience and ensure social value initiatives meet the different needs of each community.
About the Team
Procurement and supply management involves buying the goods and services that enable an organisation to operate in a profitable and ethical manner. Responsibilities vary from sourcing raw materials and services to managing contracts and relationships with suppliers.
About the Role
Purpose:
Customer Team Leader will ensure the Hub contact centre operations delivers the required performance, being committed to delivering a great customer contact experience through a variety of customer contact channels which might be; Phone, Email, Video, Social, Correspondence.
Key Responsibilities:
- Work with the Partnership Director & management team to identify and deliver positive change and business efficiencies.
- Prepares planning a WIP / contact centre performance reports by collecting, analysing, and summarizing data and trends.
- Implement all policies, standards and initiatives and manage MSi compliance across the project and have good clear leadership
- Manage day-to-day line activities, prioritise and make risk/impact assessments within existing processes and procedures
- Through a detailed understanding of operational, commercial and contractual KPI’s assist the management team and front-line staff in understanding their responsibilities in managing the day to day performance
- Maintain and improve planning operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance tasks.
- Work closely with the team, motivating, coaching and supporting them with regular 1-2-1’s and team meetings and feedback of productivity.
- Ensure training and development plans are maintained for all team members.
- Through daily data analysis, identify risks and help protect business reputation through active management.
- Maintain contact centre equipment by evaluating each workstation; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades to process and system+B4s.
- Managing office meeting rooms and hot desk facilities.
- Facilitate Customer experience and satisfaction through the effective management and monitoring of communication channels i.e. Rant and Rave.
- Using system reports maximise operational service delivery and productivity through dashboard assessments.
- Manage the planning of the allocations tool and ensure efficient and effective utilisation of resources and communicate accordingly.
- Ensure that the MSi system is updated in a timely manner so that the client and the Operations team are in receipt of the most up to date information.
- Liaise with the Contact Centre team as appropriate to ensure all works are carried out within agreed timeframes.
- Provide clear and concise explanations to customers, explaining what will happen next, and what they can expect from the process and MSPS operative.
- Actively embrace and support a culture of accountability and service excellence.
- Adopt a continuous improvement mindset and proactively seek ways to improve the way you and Morgan Sindall operates and serves its customers.
About You
- Excellent supervisory skills
- Previous experience of leading teams is preferred
- Experience of working in a social housing environment is preferred
- Ability to establish and maintain effective customer relationships
- Experience of developing teams
- Ability to communicate effectively, both verbally, in presentation and in writing, with wide range of people and groups.
- Excellent administration skills
- Excellent customer service skills
- Good working knowledge of Microsoft Office, Word, Excel, & PowerPoint
To be part of a successful team and build your future career with Morgan Sindall please apply now.
MSPS are proud to support the resettlement of armed forces personnel
This is a fantastic opportunity to join one of the leading industry sector companies where we recognise the value of diversity, flexible working and that talented people are key to our success