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Customer Supervisor/Team Leader, Reading
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Client:
Morgan Sindall Property Services
Location:
Reading, United Kingdom
Job Category:
Other
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EU work permit required:
Yes
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Job Reference:
f780e9fb9848
Job Views:
11
Posted:
01.08.2025
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Job Description:
Permanent – Full Time, 40 Hours per week.
We are looking to recruit a Customer Service Team Leader to join our Basildon Repairs Team, based from our office in Basildon.
About the Role
As a Customer Service Team Leader, you’ll be responsible for ensuring the Basildon contact centre operations deliver the required performance, whilst continuing our commitment to delivering a great customer contact experience through various channels, including phone, email, video, and social media.
You will assess resourcing requirements, support daily operations, and assist the Management team in achieving strategic plans. Leading colleagues to develop best practices and implement change, you’ll undertake quality assurance, promote a culture of ‘right first time’, and work alongside the Customer Performance Manager to manage KPIs and SLAs. You will resolve complaints, acknowledge compliments, and implement action plans for areas of dissatisfaction. Managing annual leave and absences, you will also cover for team members during absences and busy periods.
About You
We seek an experienced, motivated individual capable of managing and developing a busy team. The ideal candidate will oversee daily operations, ensure team performance, and foster a positive workplace culture. Strong people management, effective communication, and motivational skills are essential.
Key Responsibilities
* Lead and supervise a team to achieve departmental goals.
* Foster a positive, inclusive work environment that encourages collaboration and high performance.
* Conduct regular performance reviews and provide feedback and support to team members.
* Develop and implement training programs for team development.
* Monitor performance metrics and ensure targets are met.
* Resolve conflicts and address employee concerns promptly.
* Collaborate with other departments to improve processes and efficiency.
* Offer benefits such as 26 days holiday & bank holidays, enhanced pension, life assurance, share save, enhanced maternity & paternity pay, holiday buy & sell, flexible working, cycle to work, and paid volunteering days.
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