Customer Service Team Leader

2 weeks ago

Westminster, United Kingdom Howells Solutions Full time

**Customer Service Team Leader - Social Housing Repairs & Maintenance**

**Based in Maida Vale**

**Full time, permanent**

**£33,000 per annum**

Here at Howells, we are working with a leading social housing / maintenance contractor to recruit a successful and proactive Customer Service Team Leader to join their team based in Maida Vale.

**Team Leader Duties**:

- Assess resource requirements and support the management of the day to day activity, ensuring that all team objectives are met within overall time, cost and budget constraints.
- Support the Management team in the achievement and delivery of annual and 5 year plans.
- Support the implementation of policies, company and industry standards and initiatives and be aware of contractual compliancy across all projects.
- Lead colleagues on your team to develop best practise and implement change.
- Support a climate of ideas into innovation and motivate others to act on them.
- Identify risks and protect business reputation.
- Assist the Management team in ensuring staff and supply chain understand and utilise KPIs to maximise value.
- Manage team performance in line with Company policy. Motivate your team to exceed targets.
- Support the Management team and maximise service delivery and productivity to achieve high levels of performance.
- Undertake quality assurance and drive a culture of right first time.
- Promote effective use of MSi and other IT systems within the business, ensuring compliance and effective utilisation
- Hold regular review team meetings.
- Demonstrate the performance of your project through inputting to required reports to the management team.
- Support the Management team in the review of costs.
- Understand and implement solutions in line with the needs of the client and customer.
- Resolve complaints and acknowledge compliments informing the Management team. Implement action plans to address any areas of dis-satisfaction.
- Ensure your team are clear on their roles and responsibilities.
- Assist on the attainment of targets for turnover, absence, promotion, diversity, etc.
- Coach, mentor and motivate direct reports, ensuring development needs are identified and that the PDR process is consistently applied across all your team members.
- Implement HS&E strategy and management system
- Ensure your team are accountable for their HS&E responsibilities.
- Implement as reasonably practicable adequate resources to carry out all operations with due regard to HS&E and welfare including competent HSE advice

**Team Leader Experience**:

- Social Housing reactive repairs and contractor experience.
- Team Management experience.
- Analytical use of Management Information.
- Experience of working with complex cases.
- Claims mitigation.
- IT skills, customer service skills and the ability to work well under pressure.

You will be working for a modern, forward thinking business; that believes the strengths, skills and personalities of their people are the key to the group’s success. This is a permanent, full time role for which you will receive a highly competitive salary + benefits.

**Job Types**: Permanent, Full-time

**Salary**: £33,000.00 per year

**Benefits**:

- Company pension
- Cycle to work scheme
- Enhanced maternity leave
- Enhanced paternity leave

Schedule:

- Day shift
- Monday to Friday
- Night shift
- Overtime

Work Location: In person

Reference ID: 37745

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