Customer Complaints Team Leader
7 months ago
A rare opportunity has arisen for a **Team Leader** to join the UK’s largest Property Services Group, within our established residential lettings team in** Annesley: Nottingham.**
As Team Leader, you will effectively manage a small team of Customer Complaint Administrators, to successfully investigate and respond to customer complaints.
We strive to provide a market-leading service, and despite our best efforts, occasionally things do go wrong. This is where our Customer Complaints Administrators play a pivotal role, so being passionate about your team and our customers is essential.
**Your day-to-day responsibilities will include: -**
- Enjoying leading by example in building internal partnerships and delivering a first-class service, inspiring your team to keep customers at the heart of their day.
- Managing your team to ensure complaints are thoroughly investigated and responded to within pre-determined timescales, in a professional manner, whilst maximizing customer retention.
- Creating a team environment that is fun and productive where colleagues support each other to achieve individual, team and company goals, and daily and weekly productivity targets.
- Overseeing training, development, coaching, 1-2-1’s and performance monitoring of your team.
- Team Leaders also hold a caseload of more complex or escalated complaints.
**What skills and experience are we looking for**:
- Dynamic team player and motivational team leader.
- Naturally resilient, driven and customer-centric with a can-do attitude.
- Excellent communication skills - both written and verbally.
- A minimum of 18 months in either a lettings industry role or Team Leader / Supervisory role
- Thorough understanding of residential lettings legislation (or willingness to learn)
**What you get in return for a career as a Team Leader within Countrywide**:
- 23 days annual leave increasing with length of service, upto 30 days
- NEST Pension scheme
- Full training provided with excellent career progression opportunities throughout the business including qualifications in residential lettings
- Perks at Work - Discounts on products and services inc electrical & Travel
- Discounts on estate agency, mortgage, conveyancing and surveying services.
- Access to our Employee Assistance Programme 24hr, 7 days per week.
- Nuffield Health Screening - discounted medical assessment to provide an in depth picture of your health.
- Nuffield Gym discount - 20% on memberships at Nuffield Health & Fitness clubs across the UK.
- Cycle to work scheme
**This is an office-based role: Monday - Friday: 9am - 5.30pm**
**CC00351
**Job Reference: CC00351
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