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Customer Service Team Leader

3 months ago


Sunderland, United Kingdom Sellick Partnership Full time

**Customer Service Team Leader**

**Permanent**

**Sunderland**

Sellick partnership are currently assisting in the recruitment of a Customer service team leader to manage the Tenant Support Team, leading and co-ordinating a tenant focussed support.

**Key duties of Customer Service Team Leader**:

- Own and manage the teams end to end processes ensuring they up to date, documented, well communicated, followed and reviewed as needed.
- Ensure resources are effectively managed to facilitate the delivery of front-line tenant support services, managing call queues and maximising productivity and effectiveness of the Tenant support team
- Complete regular people management activities - monthly team meetings, 121s, annual PDP process, sickness & performance management, recruitment & selection.
- Support colleagues to achieve personal and business objectives, effectively managing performance issues as they arise
- Ensure all staff are aware of and adhere to the Group's policies and procedures including landlord compliance obligations driving compliant mindset
- Identify service and process improvements and training needs through call and KPI monitoring Formulate and deliver training and development plans based on 121's and service testing feedback
- Support with recruitment where appropriate

**Customer service team leader must have**:

- At least 3 years management experience in a Contact Centre environment