Customer Service Team Leader

Customer Service Team Leader

Based in Northwich

Permanent / Full Time, working on a 4 week rota

Salary £28,000

Residential Management Group, a large, established market leading property management company, is looking for two Inbound Contact Centre / Customer Service Advisor Team Leaders, based in our Northwich office.

Your focus will be on ensuring the delivery of an exceptional customer service to both internal and external customers.

These opportunities would suit someone who surpasses at being a role model, is able to inspire and lead a team of Customer Service Advisors to achieve KPIs and SLAs, whilst supporting their development.

What are some of the Benefits we offer?

• 25 days annual leave, plus Bank Holidays and never work your birthday!, plus 2 paid volunteering days per year
• Opportunity Ability to accrue additional holidays (subject to criteria)
• Free On-site Parking
• Free Healthcare cashback Plan (claiming for things like optical treatment (plus an optical discount voucher) and dental care, physiotherapy and GP Charges - plus more! (all to a generous fixed amount), plus 24/7 access to remote GP Services
• Life Assurance - 4 x basic salary and Pension scheme with contributions matched up to 6%
• Free and confidential access to Employee Assistance Programme
• As part of Places for People Group (RMG’s parent company), you will have access to Our Place Rewards, where you can choose from a huge range of shopping discounts, instore vouchers and reloadable e-cards, plus you can earn cashback on on-line purchases and take advantage of many exclusive offers!

What hours do our Team Leaders work?

Our inbound contact centre is open to customers 24/7. Along with your team, you will be working a 37.5 hour week, on a 4 week rota basis, as outlined below:

1. Week 1 8am to 4pm
2. Week 2 9am to 5pm
3. Week 3 10am to 6pm
4. Week 4 12pm to 8pm

You will also work 1 weekend in 4, working an 8 hour shift on both Saturday and Sunday.

What are the Key Responsibilities of our Customer Service Team Leader?

• Lead, motivate, and monitor a team of Customer Service Advisors, with varying levels of experience.
• Develop and maintain their knowledge through effective training and coaching.
• Ensure the team meets their KPIs and surpasses quality targets.
• Ensure a consistent and exceptional level of customer service is always provided, via webchat, email and 'phone.
• Undertake regular 1 to 1’s, creating individualised development plans.
• Effectively monitor time & attendance, overtime budgets, rotas and all absences.
• Recruitment & Selection Experience - many of our Customer Service Advisors move into other roles within the Group, you will be interviewing to replace them on a regular basis.
• Collaborate with the customer experience team to implement improvements of our end to end customer journey.
• Address employment relations issues in collaboration with the Head of Customer Service and HR Department.

Skills, Knowledge & Experience - Essential

• Experience of training, coaching, developing a team.
• Excellent communication skills, both written and verbal, with the ability to work with stakeholders at all levels.
• Ability to manage complaints and complex customer calls, through to resolution.
• Strong IT and data review skills, with an understanding of performance and rota management, data and reporting

Skills, Knowledge & Experience - Desirable

• Previous experience in contact centre management
• Experience using Microsoft Office (eg. Word, Excel, Outlook)
• Knowledge of property management, leasehold requirements and legislation.

If you are an experienced Team Leader, where providing an exceptional customer service just comes naturally to you - please apply today!

About RMG

Join the RMG family and join one of the largest and most respected property management companies with a portfolio spanning over 140,000 households across the UK. We offer a range of job opportunities, from property management, finance, customer services, and everything in between, which makes us a great place to work!