Team Leader

Job Description:

Trading since 1989, e.surv Chartered Surveyors is the UK's number one residential surveyor and the largest provider of property risk expertise and residential surveying services. To put it into numbers, we complete more than one property inspection every 12 seconds and employ over 600 surveyors from Land’s End to John O’Groats and Northern Ireland. This gives us the flexibility to offer nationwide coverage combined with invaluable local knowledge.

We're part of the LSL Property Services PLC Group, which includes household names Your Move and Reeds Rains, as well as the mortgage network PRIMIS. We work with lenders, intermediaries, social housing entities and estate agents in addition to private customers.

Due to expansion within the department, we are currently looking for a Team Leader within our Work Allocations and Capacity Management team.

Key Accountabilities:

• Ensuring service levels are delivered and optimum productivity is achieved through effective time management
• Using Management Information (MI) to drive performance improvements and increase productivity and quality
• Delivering feedback and providing coaching to drive excellence and ensure colleagues meet the required quality standards and productivity targets, putting support in place in a timely manner when required
• Providing feedback and working collaboratively with stakeholders at all levels on matters aligned to improving quality and performance
• Managing absence, conducting probation reviews, appraisals, initiating performance improvement plans (PIP’s), conducting disciplinaries
• Embedding training and process change within the team, ensuring consistency and accuracy
• Resolving issues at the first point of contact and encouraging the team to do so within individual limits
• Providing feedback and working collaboratively with stakeholders at all levels
• Liaising with the Operations Manager(s) to highlight conflicts of interest and raise concerns relating to the role
• Contributing to a supportive team culture, working collaboratively with other areas of the business to share best practice and learnings
• Supporting unexpected business continuity incidents and team response situations to ensure the impact on customers and clients is mitigated and assisting a successful recovery. Ensuring all team written and verbal communication is professional, in line with company values
• Managing stakeholder relationships driving customer service excellence
• Liaising with internal recruitment colleagues and external agencies to fill vacancies and maintain budgeted team headcount. Conducting interviews following agreed protocols
• Liaise with HR to ensure company onboarding processes are completed within agreed timescales.Engaging with new employees ahead of day one to ensure appropriate support is provided.

Knowledge, Experience and Qualifications required:

• Customer service experience.
• Dealing with complaints/difficult customers.
• Use of CRM systems.
• Using data to drive performance.
• Teambuilding and motivating to create an engaged workforce
• Managing high performing teams in a contact centre environment
• Understanding of HR processes

Essential:

• Microsoft Office Suite including Teams, Word, Excel and PowerPoint.
• Confident user of Google Maps, Rightmove etc.

Desirable:

• Familiarity with call handling systems & HR systems e.g., MiCollab, Ignite, PowerPlay, PeopleMatters.

Understanding of SurveyHub and Workforce Management systems.

Resource and Capacity Management

• Ensuring sufficient resourcing and capacity is scheduled to ensure all calls/cases are handled within agreed SLA’s and providing exceptional customer service
• Delivering agreed client service levels through efficient and effective teamwork

Role Values:

• Delivering what we promise, when we promise it - Maintains focus on achieving and exceeding team targets through tenacity and dedication to the role.
• Putting our customers and their needs first - Demonstrates a quality work ethic, delivering results consistently and accurately and responding to requests respectfully, politely, and professionally at all times.
• Taking an honest approach to business - Is clear, accountable, reliable, knowledgeable, and direct.

Listening, learning, and finding better ways to make a difference - Looks for opportunities to improve business processes by collaborating with others; is receptive to new ideas and offers solutions to challenges.

Apply now.

To submit your details, or for a confidential chat about life at e.surv, please contact Alka in our Recruitment Team  for a confidential discussion.

PRE EMPLOYMENT SCREENING - All of our employees have to pass a Criminal Records Disclosure and Credit Referencing Process in order to work with our lender clients, if you are unsure on this, ask the team and we'll be happy to explain the process.

e.surv is an equal opportunity and Disability Confident employer, dedicated to building a diverse and inclusive workplace. We welcome applications from people of all abilities and backgrounds, and we do not discriminate based on disability or individual needs. If you require any reasonable adjustments during the recruitment process, please let us know.

PRE EMPLOYMENT SCREENING - All of our employees have to pass a Criminal Records Disclosure and Credit Referencing Process in order to work with our lender clients, if you are unsure on this, ask the team and we'll be happy to explain the process.