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 Client Services (Telephony Team). If you're someone who enjoys a flexible work schedule, this role allows for 4 to 5 days a week of your choosing, giving you the chance to lead, develop, and truly make a difference.
It is a Hybrid position with at least 2-3 days in Kettering Office.
Team Leader Key Accountabilities:
Leadership
Responsible for the successful day to day running of a Team of Central Operations colleagues through strong leadership, motivating, engaging, and coaching staff to deliver against daily, weekly, and monthly call/booking targets:
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. Conducting regular call/case monitoring side-by-side call listening to ensure quality set standards are met, processes are followed, and customer experience is in line with our company values
4. 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
5. Providing feedback and working collaboratively with stakeholders at all levels on matters aligned to improving quality and performance
6. Managing absence, conducting probation reviews, appraisals, initiating performance improvement plans (PIP’s), conducting disciplinaries
7. Embedding training and process change within the team, ensuring consistency and accuracy
8. Resolving issues at the first point of contact and encouraging the team to do so within individual limits
9. Providing feedback and working collaboratively with stakeholders at all levels
10. Liaising with the Operations Manager(s) to highlight conflicts of interest and raise concerns relating to the role
11. Contributing to a supportive team culture, working collaboratively with other areas of the business to share best practice and learnings
12. Supporting unexpected business continuity incidents and team response situations to ensure the impact on customers and clients is mitigated and assisting a successful recovery
13. Ensuring all team written and verbal communication is professional, in line with company values
14. Managing stakeholder relationships driving customer service excellence
15. Performing any other reasonable task as directed by Operations Manager(s)/Operations Director(s)
Recruitment and Onboarding
16. Liaising with internal recruitment colleagues and external agencies to fill vacancies and maintain budgeted team headcount
17. Conducting interviews following agreed protocols
18. Providing feedback to agencies on candidates interviewed
19. Liaise with HR to ensure company onboarding processes are completed within agreed timescales.
20. Engaging with new employees ahead of day one to ensure appropriate support is provided.
Audit and Compliance
21. Adhering to quality management guidelines as directed, and in line with ISO 9001 frameworks
22. Ensuring that all mandatory compliance modules are completed for self and team members within the set timescales
23. Identifying risks and implementing action plans to mitigate compliance failures
24. Ensuring all company policies and security processes are adhered to
Resource and Capacity Management
25. Ensuring sufficient resourcing and capacity is scheduled to ensure all calls/cases are handled within agreed SLA’s and providing exceptional customer service
26. Delivering agreed client service levels through efficient and effective teamwork
Optimising surveyor capacity and Central Operations productivity