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  • list Customer Service Team Leader

    £16.98 - £22.40 per hour

    MMP Consultancy are looking to recruit a Customer Service Team Leader on a Temp to Perm basis for an excellent social housing contractor based in Norwich.

    Key Responsibilities:

    * Dealing with a broad range of customers and their different types of enquiries in relation to property, housing and/or repairs
    * Working effectively as part of a dynamic/flexible team.
    * Leading and developing project work.
    * Working with multiple computer systems.
    * Analysing data and compiling reports, showing trends etc.
    * Dealing with complex customer enquiries and confrontational customers.
    * Leading a team, conducting 121's, performance reviews, coaching and mentoring.
    * Producing training programmes and delivering training using a variety of methods.
    * Work in a pressurised, fast moving environment.
    * Knowledge of housing repairs and customer service skills.
    * Managing employees within a customer contact team or similar field.
    * Working in a customer services environment using customer processes, customer contact software and proprietary systems.
    * How to give excellent customer services whilst complying with corporate and legal guidelines.

    Skills & Atribuites:

    * Effective communication skills to assess and meet the needs of customers, colleagues and managers.
    * Write clear and concise responses to customer enquiries.
    * Create develop and maintain effective working relationships with service areas, partners and contractors.
    * The ability to lead and be part of a project team.
    * Capacity to deal with complex enquiries and put responses into clear plain English, with good use of language and grammar.
    * Make decisions, in line with legislation and organisaional policy, on customer issues which may affect their home, finances and family.
    * Participate in and contribute to the team performance and ensure effect team behaviour.
    * Plan and priorise work effectivley for self and team members.
    * Be highly organised and methodical with excellent attention to detail.
    * Use a variety of computer software packages and workflow processes to deliver customer service.
    * Work with confrontational customers and effectively manage escalated enquiries / complaints.
    * Create training plans and procedures and deliver training using different training methods and systems. Monitor and evaluate training.
    * Provide the team with leadership, expertise, support and assistance.
    * Motivate and support the team members to achieve goals and targets.
    * Demonstrate ability to undertake recruitment in line with policy.
    * Work in a rotation of duties in line with customer demands and requirements.

list Customer Service Team Leader

£16.98 - £22.40 per hour

MMP Consultancy are looking to recruit a Customer Service Team Leader on a Temp to Perm basis for an excellent social housing contractor based in Norwich.

Key Responsibilities:

* Dealing with a broad range of customers and their different types of enquiries in relation to property, housing and/or repairs
* Working effectively as part of a dynamic/flexible team.
* Leading and developing project work.
* Working with multiple computer systems.
* Analysing data and compiling reports, showing trends etc.
* Dealing with complex customer enquiries and confrontational customers.
* Leading a team, conducting 121's, performance reviews, coaching and mentoring.
* Producing training programmes and delivering training using a variety of methods.
* Work in a pressurised, fast moving environment.
* Knowledge of housing repairs and customer service skills.
* Managing employees within a customer contact team or similar field.
* Working in a customer services environment using customer processes, customer contact software and proprietary systems.
* How to give excellent customer services whilst complying with corporate and legal guidelines.

Skills & Atribuites:

* Effective communication skills to assess and meet the needs of customers, colleagues and managers.
* Write clear and concise responses to customer enquiries.
* Create develop and maintain effective working relationships with service areas, partners and contractors.
* The ability to lead and be part of a project team.
* Capacity to deal with complex enquiries and put responses into clear plain English, with good use of language and grammar.
* Make decisions, in line with legislation and organisaional policy, on customer issues which may affect their home, finances and family.
* Participate in and contribute to the team performance and ensure effect team behaviour.
* Plan and priorise work effectivley for self and team members.
* Be highly organised and methodical with excellent attention to detail.
* Use a variety of computer software packages and workflow processes to deliver customer service.
* Work with confrontational customers and effectively manage escalated enquiries / complaints.
* Create training plans and procedures and deliver training using different training methods and systems. Monitor and evaluate training.
* Provide the team with leadership, expertise, support and assistance.
* Motivate and support the team members to achieve goals and targets.
* Demonstrate ability to undertake recruitment in line with policy.
* Work in a rotation of duties in line with customer demands and requirements.