Overview
Trading since 1989, e.surv Chartered Surveyors is the UK's number one residential surveyor and the largest provider of property risk expertise and residential surveying services. We complete more than one property inspection every 12 seconds and employ over 600 surveyors nationwide. We work with lenders, intermediaries, social housing entities and estate agents in addition to private customers. We are part of the LSL Property Services PLC Group, which includes Your Move and Reeds Rains, as well as the mortgage network PRIMIS.
Due to expansion within the department, we are currently looking for a Team Leader within our Client Services (Telephony Team). This is a hybrid role with at least 2-3 days in the Kettering Office and 4 to 5 days per week flexible work schedule.
Apply now. For a confidential discussion about life at e.surv, contact Alka in our Recruitment Team on 0751808563.
PRE EMPLOYMENT SCREENING: All employees must pass a Criminal Records Disclosure and Credit Referencing Process for our lender clients. If you are unsure, please ask the team for details.
e.surv is an equal opportunity and Disability Confident employer, dedicated to building a diverse and inclusive workplace. We welcome applications from people of all abilities and backgrounds and do not discriminate based on disability or individual needs. If you require any reasonable adjustments during the recruitment process, please let us know.
Key Accountabilities
* Leadership – Responsible for the successful day-to-day running of a team of Central Operations colleagues through strong leadership, motivation, engagement and coaching to meet daily, weekly and monthly call/booking targets.
* Ensure service levels are delivered and optimum productivity is achieved through effective time management.
* Use Management Information (MI) to drive performance improvements and increase productivity and quality.
* Conduct regular call/case monitoring, side-by-side listening to ensure quality standards are met and customer experience aligns with company values.
* Provide feedback and coaching to ensure colleagues meet quality standards and productivity targets; implement timely support when required.
* Collaborate with stakeholders at all levels to improve quality and performance.
* Manage absence, probation reviews, appraisals, and performance improvement plans; handle disciplinaries as needed.
* Embed training and process changes within the team to ensure consistency and accuracy.
* Resolve issues at first point of contact where possible and encourage self-resolution within team limits.
* Maintain professional written and verbal communication in line with company values; manage stakeholder relationships to drive customer service excellence.
* Support business continuity incidents and team response to mitigate impact on customers and clients.
* Attend to other reasonable tasks as directed by Operations Manager(s)/Operations Director(s).
Recruitment and Onboarding
* Coordinate with internal recruitment teams and external agencies to fill vacancies and manage headcount within budget.
* Conduct interviews following agreed protocols and provide feedback to agencies on candidates interviewed.
* Work with HR to ensure onboarding processes are completed within agreed timescales and engage with new hires before day one to provide appropriate support.
Audit and Compliance
* Adhere to quality management guidelines (ISO 9001) and ensure all mandatory compliance modules are completed for self and team members within set timescales.
* Identify risks and implement action plans to mitigate compliance failures.
* Ensure all company policies and security processes are followed.
Resource and Capacity Management
* Ensure sufficient resourcing and capacity to handle calls/cases within agreed SLAs and deliver exceptional customer service.
* Deliver client service levels through efficient teamwork and optimise surveyor capacity and Central Operations productivity.
Seniority, Employment Type and Job Function
* Seniority level: Mid-Senior level
* Employment type: Full-time
* Job function: Other
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