Overview
Join to apply for the Team Leader - Client Services role at e.surv Chartered Surveyors.
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 from Land’s End to John O’Groats and Northern Ireland, offering nationwide coverage with invaluable local knowledge. We are part of the LSL Property Services PLC Group, which includes Your Move, Reeds Rains, and the PRIMIS mortgage network. We work with lenders, intermediaries, social housing entities and estate agents as well as private customers.
Due to expansion within the department, we are currently looking for a Team Leader within our Client Services (Telephony Team). This role offers a flexible work schedule (4 to 5 days per week) and a hybrid arrangement with at least 2-3 days in the Kettering office.
Responsibilities
* Responsible for the successful day-to-day running of a team of Central Operations colleagues through strong leadership, motivation, engagement, and coaching to deliver against daily, weekly, and monthly call/booking targets
* Ensure service levels and optimum productivity through effective time management
* Use Management Information (MI) to drive performance improvements and increase productivity and quality
* Conduct regular call/case monitoring and side-by-side listening to ensure quality standards are met, processes followed, and customer experience aligns with company values
* Provide feedback and coaching to drive excellence; implement support as required to meet quality standards and productivity targets
* Collaborate with stakeholders at all levels to improve quality and performance
* Manage absence, probation reviews, appraisals, and performance improvement plans (PIPs); conduct disciplinaries when necessary
* Embed training and process changes within the team for consistency and accuracy
* Resolve issues at the first point of contact where possible; encourage the team to do so within their scope
* Maintain constructive stakeholder relationships to drive customer service excellence
* Liaise with the Operations Manager(s) to highlight conflicts of interest and raise concerns relevant to the role
* Contribute to a supportive team culture and share best practices with other areas of the business
* Support business continuity incidents and team response situations to mitigate customer impact and support recovery
* Ensure all team written and verbal communication is professional and aligned with company values
* Perform any other reasonable task as directed by Operations Manager(s)/Operations Director(s)
Recruitment and Onboarding
* Liaise with internal recruitment colleagues and external agencies to fill vacancies and maintain budgeted team headcount
* Conduct interviews following agreed protocols
* Provide feedback to agencies on candidates interviewed
* Liaise with HR to ensure onboarding processes are completed within agreed timescales
* Engage with new employees ahead of day one to provide appropriate support
Audit and Compliance
* Adhere to quality management guidelines in line with ISO 9001 frameworks
* 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 adhered to
Resource and Capacity Management
* Ensure sufficient resourcing and capacity to handle all calls/cases within agreed SLAs and deliver exceptional customer service
* Deliver agreed client service levels through efficient and effective teamwork
Apply now. To submit your details, or for a confidential chat about life at e.surv, contact Alka in our Recruitment Team on 0751808563 for a confidential discussion.
PRE EMPLOYMENT SCREENING - All employees must pass a Criminal Records Disclosure and Credit Referencing Process for lender clients. If you are unsure, ask the team for an explanation.
e.surv is an equal opportunity and Disability Confident employer. 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.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Other
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