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Customer Experience Team Leader

Job Role: Customer Experience Team Leader 

Location: Luton

Job Sector: Customer service

Hours: 35 per week

As customer service team leader, you will contribute to our vision of being the favourite residential property manager, as recognised by others by:

  • Leading and supporting the customer service teams to deliver the highest level of service standards to all residents and customers
  • Continually monitoring customer call flow to ensure that waiting times meet targets set by the Customer Service Operations Manager
  •  Encouraging and promoting collaborative working with Property / Development Managers to increase the quality and speed of customer responses

This role reports to the customer service manager.

About You

Previous line manager experience within a Customer Service role in which you are used to working in a highly demanding environment interfacing with a number of key departments.

You will be passionate about providing excellent customer service at all times and this will have been demonstrated through a proven track record. You may already work within the property sector, such experience and knowledge is desired but not essential.

An excellent communicator with the ability to motivate and engage your team which you demonstrate through your ability to effectively present meetings and drive your team to deliver results. Your verbal and written skills will be of a high standard. 

IT savvy and are confident in using laptops / tablets. You are fluent in the different MS packages and systems as you will be efficient in maintaining administration and finance records electronically.

About Us

FirstPort is the UK's leading residential property service provider, caring for 310,000 homes in England, Wales and Scotland, across 5,600 developments. With over four decades of experience and 4,000 employees, FirstPort works with developers, investors, freeholders and over 1,300 Resident Management Companies.

Main Responsibilities

  • Continually monitor customer call flow to ensure that waiting times meet targets set by the Customer Service Operations Manager
  • Organise and lead meetings providing analysis/charts of team performance in order to structure actions for performance improvement
  • To ensure all verbal and written communication to customers is properly processed and responses issued in accordance with targets, our values and in line with the quality and standards set, creating a positive customer experience
  • To carry out quality control assessments of work completed by the team, provide structured results and deliver targeted improvements set by the Customer Service Operations Manager
  • To provide reports to the Customer Service Operations Manager on team and department progress and other requirements as required
  • Lead and drive team performance and delivery, effectively delegating and organising

Customer Experience Team Leader

Luton
Permanent
£0 - £14,999

Published on 22 Jun 2022

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