Customer Service Team Leader (Admin and Clerical)

Job Title: Customer Service Team Leader (Admin and Clerical) Salary: £17.64 P/H LTD Umbrella Hours: 37 Type: Temporary Ongoing Location: Leamington Spa, CV32 Start Date: ASAP Work Pattern: Monday – Friday | 08:45am – 17:15pm A dynamic Customer Services Team Leader is sought to manage a dedicated customer service team.

This critical role involves enhancing team performance to achieve superior customer satisfaction and support levels.

The successful candidate will use their leadership skills to mentor and grow the team, address customer inquiries, and implement measures to increase service quality and operational efficiency.

Key Duties and Responsibilities:

Develop and sustain Resident Engagement through various channels, including Resident Initiating Groups.
Respond objectively and positively to customer communications, including complaints.
Manage and inspire a team towards achieving excellence in customer service.
Compile performance data to aid in practice improvement across the team.
Handle escalated customer complaints and enquiries, providing effective and timely resolutions.
Monitor and analyse team performance, identifying areas for improvement and implementing strategies to enhance service quality.
Collaborate with other departments to streamline customer service processes and improve overall customer satisfaction.
Ensure compliance with company policies and industry regulations.
Develop and maintain in-depth product and service knowledge to provide expert advice and support to both team members and customers.

Requirements

Proven experience as a Customer Services Team Leader or similar leadership role in a customer service environment.
Strong problem-solving and conflict resolution abilities, with a customer-centric approach.
Proficiency in CRM software and Microsoft Office Suite.
[Desirable] proven in-depth experience in complaints case management, including cases from the Housing Ombudsman Service and the Local Government & Social Care Ombudsman Service.
[Desirable] At least 2-3 years of experience in Resident Engagement within a social housing context.

If you require any additional information regarding the position, please call David at Service Care Solutions on 01772 208 966 or send an E-Mail to david.jones@servicecare.org.uk