Think Specialist Recruitment are pleased to be recruiting for a Customer Service Team Leader to join an expanding team to help achieve their goal. We are looking for a positive, flexible and hardworking person with exceptional customer skills

Can you provide a first-rate customer experience? Do you have what it takes to be the best?

A solid Customer Service and Administration background in housing is desirable but not essential

Monday to Friday

Duties:

• Coordinate a team of Customer Service Advisors, resolve customer questions or complaints and develop programs and procedures to enhance productivity and performance.
• Review and resolve escalations and provide training and build the knowledge of your team to reduce escalation volumes.
• Conduct quarterly performance reviews and note areas for improvement, using results from monthly productivity and quality assurance reviews.
• Make recommendations to your manager and the HR department if a team member is consistently not meeting expectations.
• Improve overall department efficiency and quality by identifying opportunities to enhance processes and work closely with the other Team Leaders to share ideas and maintain consistency.
• Recruit and train new colleagues in your team and work with the other Team Leaders to maintain and develop training programs.
• Plan ahead for the rotas, breaks and lunches – collaborating with the other Team Leaders to ensure there is appropriate cover at all times - and demonstrate your dedication to making sure we are hitting KPIs.
• Outstanding on the phone and be able to quickly get to grips with the complexities
• Excellent communication skills, both written and verbal, along with a demonstrable ability to be a competent computer user, including Word, Excel and Outlook.

Candidate requirements:

• Problem solving
• Conflict resolution
• Administration skills
• Confident communicator
• Excellent customer service skills
• Present information clearly and concisely, both verbally and in writing
• Possess good interpersonal skills, communicating effectively in order to advise and inform colleagues, customers and other stakeholders
• Deliver 1-on-1 training and development.
• Competent at Excel, Word & PowerPoint
• Handle different tasks simultaneously and prioritise a heavy workload.

Benefits:

• 25 days annual leave plus bank holidays
• Attractive benefits including private health care, death in service, dental scheme, simply health cash plan, rental deposit scheme loan and bike to work scheme;
• Fantastic working environment in modern open plan office
• Matched company pension scheme (up to 5%)

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