Role Responsibilities:
1. Ensuring service levels are delivered and optimum productivity is achieved through effective time management.
2. Using Management Information (MI) to drive performance improvements and increase productivity and quality.
3. Delivering feedback and providing coaching to drive excellence and ensure colleagues meet the required quality standards and productivity targets, putting support in place in a timely manner when required.
4. Providing feedback and working collaboratively with stakeholders at all levels on matters aligned to improving quality and performance.
5. Managing absence, conducting probation reviews, appraisals, initiating performance improvement plans (PIPs), and conducting disciplinaries.
6. Embedding training and process change within the team, ensuring consistency and accuracy.
7. Resolving issues at the first point of contact and encouraging the team to do so within individual limits.
8. Liaising with the Operations Manager(s) to highlight conflicts of interest and raise concerns relating to the role.
9. Contributing to a supportive team culture, working collaboratively with other areas of the business to share best practice and learnings.
10. Supporting unexpected business continuity incidents and team response situations to ensure the impact on customers and clients is mitigated and assisting a successful recovery.
11. Ensuring all team written and verbal communication is professional, in line with company values.
12. Managing stakeholder relationships to drive customer service excellence.
13. Liaising with internal recruitment colleagues and external agencies to fill vacancies and maintain budgeted team headcount.
14. Conducting interviews following agreed protocols.
15. Liaising with HR to ensure company onboarding processes are completed within agreed timescales.
16. Engaging with new employees ahead of day one to ensure appropriate support is provided, understanding of SurveyHub and Workforce Management systems.
17. Resource and Capacity Management: Ensuring sufficient resourcing and capacity is scheduled to ensure all calls/cases are handled within agreed SLA's and providing exceptional customer service.
18. Delivering agreed client service levels through efficient and effective teamwork.
Role Values:
1. Delivering what we promise, when we promise it - Maintains focus on achieving and exceeding team targets through tenacity and dedication to the role.
2. Putting our customers and their needs first - Demonstrates a quality work ethic, delivering results consistently and accurately and responding to requests respectfully, politely, and professionally at all times.
3. Taking an honest approach to business - Is clear, accountable, reliable, knowledgeable, and direct.
Additional Skills & Requirements:
* Customer service experience.
* Dealing with complaints/difficult customers.
* Use of CRM systems.
* Using data to drive performance.
* Teambuilding and motivating to create an engaged workforce.
* Managing high performing teams in a contact centre environment.
* Understanding of HR processes.
Essential: Microsoft Office Suite including Teams, Word, Excel, and PowerPoint; confident user of Google Maps, Rightmove, etc.
Desirable: Familiarity with call handling systems & HR systems e.g., MiCollab, Ignite, PowerPlay, PeopleMatters.
Company Overview: e.surv Chartered Surveyors, established in 1989, is the UK's leading residential surveyor and property risk expert. We complete over one property inspection every 12 seconds, employing over 600 surveyors nationwide. Part of a larger group including household names and mortgage networks, we serve lenders, intermediaries, social housing, estate agents, and private clients. Due to expansion, we are seeking a Team Leader for our Work Allocations and Capacity Management team.
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