Job Profile
Trading since 1989, Chartered Surveyors is the UK's number one residential surveyor and the largest provider of property risk expertise and residential surveying services. To put it into numbers, 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. This gives us the flexibility to offer nationwide coverage combined with invaluable local knowledge.
We're part of the, which includes household names and, as well as the mortgage network. We work with lenders, intermediaries, social housing entities and estate agents in addition to private customers.
Due to expansion within the department, we are currently looking for a Team Leader within our Work Allocations and Capacity Management team.
Key Accountabilities:
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 (PIP’s), 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. Providing feedback and working collaboratively with stakeholders at all levels
9. Liaising with the Operations Manager(s) to highlight conflicts of interest and raise concerns relating to the role
10. Contributing to a supportive team culture, working collaboratively with other areas of the business to share best practice and learnings
11. Supporting unexpected business continuity incidents and team response situations to ensure the impact on customers and clients is mitigated and assisting a successful recovery
12. Ensuring all team written and verbal communication is professional, in line with company values
13. Managing stakeholder relationships driving customer service excellence
14. Liaising with internal recruitment colleagues and external agencies to fill vacancies and maintain budgeted team headcount
15. Conducting interviews following agreed protocols
16. Liaise with HR to ensure company onboarding processes are completed within agreed timescales.
17. Engaging with new employees ahead of day one to ensure appropriate support is provided.
Knowledge, Experience and Qualifications required:
18. Customer service experience.
19. Dealing with complaints/difficult customers.
20. Use of CRM systems.
21. Using data to drive performance.
22. Teambuilding and motivating to create an engaged workforce
23. Managing high performing teams in a contact centre environment
24. Understanding of HR processes
Essential:
25. Microsoft Office Suite including Teams, Word, Excel and PowerPoint.
26. Confident user of Google Maps, Rightmove etc.
Desirable:
27. Familiarity with call handling systems & HR systems ., MiCollab, Ignite, PowerPlay, PeopleMatters.
Understanding of SurveyHub and Workforce Management systems.
Resource and Capacity Management
28. Ensuring sufficient resourcing and capacity is scheduled to ensure all calls/cases are handled within agreed SLA’s and providing exceptional customer service
29. Delivering agreed client service levels through efficient and effective teamwork
Role Values:
30. Delivering what we promise, when we promise it - Maintains focus on achieving and exceeding team targets through tenacity and dedication to the role.
31. 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.
32. Taking an honest approach to business - Is clear, accountable, reliable, knowledgeable, and direct.
Listening, learning, and finding better ways to make a difference - Looks for opportunities to improve business processes by collaborating with others; is receptive to new ideas and offers solutions to challenges.