Resales and Staircasing Team LeaderContract Type: 9-month contract with potential for permanent management position at the end.Location: CroydonJob Type: Hybrid (Office in Croydon on Tuesdays and Wednesdays, remote the rest of the week)Hourly Rate: £34.37ph UmbrellaWe are recruiting on behalf of one of the largest housing associations in the UK for a Resales and Staircasing Team Leader to oversee a team of 6 Resales and Staircasing specialists.This role is crucial for leading high-quality, customer-focused services across shared ownership resales and staircasing transactions.The successful candidate will be responsible for the line management of the team, ensuring efficient service delivery, compliance, and excellent customer experience.Day-to-day of the role:
1. Manage and support the Resales and Staircasing team, ensuring a high level of performance and customer satisfaction.
2. Monitor team performance against SLAs, KPIs, and customer satisfaction metrics.
3. Conduct regular one-on-ones, team meetings, and performance reviews to foster a strong, engaged team culture.
4. Ensure team members are well-trained and understand their roles, providing access to coaching and training as needed.
5. Act as the first point of escalation for team-related queries, complaints, or customer concerns, resolving issues where possible.
6. Implement process improvements to streamline workflow and e...