Customer Service Team Leader
2 weeks ago
**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
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