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Team Lead

2 months ago

West Byfleet, Surrey, United Kingdom Nexgen Group Full time
About the Role

We are seeking a highly skilled and experienced Team Lead to join our team at Nexgen Group. As a key member of our operations team, you will be responsible for delivering exceptional client service and ensuring the smooth operation of our Cleaning and Grounds Maintenance services across 90,000 locations nationwide.

Key Responsibilities
  • Client Service Enquiries: Act as the first point of contact for client service enquiries and work requests, including bulk waste collections, ad hoc work, and sub-contracted work.
  • Communication Management: Manage inbound client communications, categorize and log enquiries using our CRM software package, and work with Operations Managers and Supervisors to ensure timely resolution of client issues.
  • Client Satisfaction: Ensure client satisfaction with the handling of service-related issues, including managing client complaints, escalating issues to Client Account management and Operations management.
  • Supplier Management: Manage relationships with sub-contractors to ensure delivery of services in accordance with client requirements and our quality, cost, and time expectations.
  • Service Delivery: Liaise with sub-contractors, clients, and residents to arrange the delivery of sub-contracted works, including organizing access and checking parking restrictions.
  • Financial Management: Work with Finance to ensure revenue from ad hoc works is tracked effectively and billed in a timely manner.
  • Data Management: Manage data flow to/from client portals as required, ensuring data within client portals is managed in accordance with contractual requirements and client expectations.
  • Reporting and Analysis: Prepare weekly and monthly KPI and SLA performance reports for internal and client stakeholders, reviewing statistics and acting to improve operational performance and mitigate risk.
Requirements
  • Customer Service Experience: Proven experience working in a customer helpdesk or call centre environment.
  • CRM Software: Experience using CRM software, particularly case and workflow management.
  • Communication Skills: Excellent communication skills, both verbal and written.
  • Supplier Management: Experience managing suppliers and other third-party relationships.
  • Computer Literacy: High level of computer literacy, particularly in Microsoft operating systems and software packages (MS Word, Excel, and PowerPoint).
  • Professional Development: Committed to quality and excellence through evidence of continuing professional development.