Team Leader Client Services
Team Leader Client Services
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Job Description
Job Profile
Trading since 1989 Chartered Surveyors is the UKs 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 Lands End to John OGroats and Northern Ireland. This gives us the flexibility to offer nationwide coverage combined with invaluable local knowledge.
Were part of theLSL Property Services PLC Group which includes household namesYour MoveandReeds Rains as well as the mortgagenetworkPRIMIS. 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 youre 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:
- Ensuring service levels are delivered and optimum productivity is achieved through effective time management
- Using Management Information (MI) to drive performance improvements and increase productivity and quality
- 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
- 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
- Providing feedback and working collaboratively with stakeholders at all levels on matters aligned to improving quality and performance
- Managing absence conducting probation reviews appraisals initiating performance improvement plans (PIPs) conducting disciplinaries
- Embedding training and process change within the team ensuring consistency and accuracy
- Resolving issues at the first point of contact and encouraging the team to do so within individual limits
- Providing feedback and working collaboratively with stakeholders at all levels
- Liaising with the Operations Manager(s) to highlight conflicts of interest and raise concerns relating to the role
- Contributing to a supportive team culture working collaboratively with other areas of the business to share best practice and learnings
- Supporting unexpected business continuity incidents and team response situations to ensure the impact on customers and clients is mitigated and assisting a successful recovery
- Ensuring all team written and verbal communication is professional in line with company values
- Managing stakeholder relationships driving customer service excellence
- Performing any other reasonable task as directed by Operations Manager(s)/Operations Director(s)
Recruitment and Onboarding
- Liaising with internal recruitment colleagues and external agencies to fill vacancies and maintain budgeted team headcount
- Conducting interviews following agreed protocols
- Providing feedback to agencies on candidates interviewed
- Liaise with HR to ensure company onboarding processes are completed within agreed timescales.
- Engaging with new employees ahead of day one to ensure appropriate support is provided.
Audit and Compliance
- Adhering to quality management guidelines as directed and in line with ISO 9001 frameworks
- Ensuring that all mandatory compliance modules are completed for self and team members within the set timescales
- Identifying risks and implementing action plans to mitigate compliance failures
- Ensuring all company policies and security processes are adhered to
Resource and Capacity Management
- Ensuring sufficient resourcing and capacity is scheduled to ensure all calls/cases are handled within agreed SLAs and providing exceptional customer service
- Delivering agreed client service levels through efficient and effective teamwork
Optimising surveyor capacity and Central Operations productivity
Apply now.
To submit your details or for a confidential chat about life at please contact Alka in our Recruitment Team on for a confidential discussion.
PRE EMPLOYMENT SCREENING - All of our employees have to pass a Criminal Records Disclosure and Credit Referencing Process in order to work with our lender clients if you are unsure on this ask the team and well be happy to explain the process.
is an equal opportunity and Disability Confident employer dedicated to building a diverse and inclusive workplace. We welcome applications from people of all abilities and backgrounds and we do not discriminate based on disability or individual needs. If you require any reasonable adjustments during the recruitment process please let us know.
Employment Type
Full-Time
