Competitive salary and benefits
Benefits
26 days holiday plus bank holidays, enhanced pension plan, private healthcare, life assurance, training and development, funded professional subscription, share save, Work Perks discount and offer scheme, extensive wellbeing benefits and resources including online advice, guides, counselling support, 24hr digital GP, cycle to work, eye care vouchers, paid voluntary work, enhanced family polices and we will accommodate requests for flexible working where possible.
About the Company
Morgan Sindall Property Services provide integrated asset management for housing associations and local authorities, focusing on improving the living conditions of residents and leaving a lasting legacy in the communities we serve. Our services include, responsive repairs, void refurbishments, compliancy services and planned maintenance works.
Using data, we provide actionable insights for our clients, helping to inform investment decisions, improve customer experience, identify vulnerabilities in communities (e.g. domestic abuse) and protect the environment. Collaborating with our partners, we find solutions to support and deliver projects to the highest quality and standards.
With over 800 employees, we focus on a culture which puts people at the core of everything we do, encourages innovative thinking and always puts our customer first.
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
The following behaviour principles are important to this role:
- Put customers first
- Do the right thing
- Are passionate about what we do
- Grow together
- Strive to be sustainable
Build your career with a leading property services company, where we recognise that diversity of thought and talented people are key to our success.
MSPS are proud to support the resettlement of armed forces personnel