Fixed Term 12 months Full Time, 40 Hour per week. We are looking to recruit a Customer Service Team Leader to join our team on our Longhurst contract based from our office in Hunslet, Leeds on a fixed term basis for 12 months. About the Role As Team Leader / Supervisor, you will be responsible for ensuring the Hub contact centre operations delivers the required performance, whilst continuing our commitment to delivering a great customer contact experience through a variety of customer contact channels, i.e. phone, email, video, social etc. Assessing resourcing requirements and supporting the day-to-day activity, you will support the Management team in the delivery and achievement of the annual and 5 year plan and lead colleagues on your team to develop best practice and implement change. You will undertake quality assurance and drive a culture of right first time, as well as assisting and working alongside the Customer Performance Manager to manage the KPIs and ensure SLAs are adhered to. You will resolve complaints and acknowledge compliments, implementing action plans to address any areas of dissatisfaction. You will communicate and manage annual leave and absences and use initiative to assist the team when necessary, covering absence and busy periods. About You With exceptional communication skills, you will be able to establish and maintain effective customer relationships and be confident when it comes to presenting to a range of people and groups. You will have strong administration skills, a good working knowledge of Microsoft Office and above all, an excellent customer focus. Benefits 26 Days Holiday & Bank Hols Enhanced Pension Plan Private Healthcare (including 24hr GP) Life Assurance Share Save Enhanced Maternity & Paternity Pay Work Perks Discounts & Vouchers Buy & Sell Holiday Flexible Working & Flexible Bank Holidays Cycle to Work Volunteering (2 days paid) Learning & Development Opportunities Extensive Wellbeing Support, including EAP Loyalty & Values Awards Funded Professional Subscription Eye Care Vouchers About Us Morgan Sindall Property Services provide integrated asset management for housing associations and local authorities, focusing on improving the living conditions of residents and leaving a lasting legacy in the communities we serve. Our services include, responsive repairs, void refurbishments, compliance services and planned maintenance works. With over 1000 employees, we focus on a culture which puts people at the core of everything we do, encourages innovative thinking and always puts our customer first. Build your career with a leading property services company, where we recognise that diversity of thought and talented people are key to our success. MSPS are proud to support the resettlement of armed forces personnel. Please refer to the full Job Description upon completing your application.
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