Team Leader - Operations

Job Locations: UK-Kettering

Job Profile:

e.surv Charterted Surveyors are seeking a Team Leader to join our Central Operations Team in the booking department

Reporting into the Operations Manager, as a Team Leader, you’ll play a key part in supporting the delivery of SLA’s and exceptional customer service by working collaboratively with other Team Leaders, including the wider business to manage workloads and customer contacts within departmental service levels.

This is a hybrid role, with 2/3 days working from the Head Office in Kettering

• To manage teams of VSCs (Booking) either booking appointments for surveyors (inbound/outbound) or working on the OSR procedures (Escalations), to meet productivity, income, and customer service level targets.
• To promote Esurv as part of the LSL Group through excellent customer care, communication, and presentation skills. Ensuring lender SLA requirements are met in all cases through prompt and efficient management.
• To provide an efficient, effective, and professional telephone service to all customers and achieve operational excellence in all aspects of activities, processes and procedures undertaken.
• To provide support to all colleagues to ensure the objectives are met.
• Develop and maintain excellent staff relationships with internal colleagues and customers and present a professional approach.
• 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
• Resolving issues at the first point of contact and encouraging the team to do the same
• Liaising with the Operations Manager(s) to highlight 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
• To be able to multi-task with changing priorities on the day to meet business and client requirements

Knowledge, Experience and Qualifications required:

• Customer service experience – telephony experience.
• Able to provide affirming and constructive feedback to improve performance.
• 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

• Good understanding of Microsoft products e.g., Word, Excel, PowerPoint, Optimiser, Survey Hub Priorities, Teams, Google Maps, Right Move.
• Requirement to working a variety of shift patterns to cover opening hours.
• Flexibility in working hours may be required, sometimes at late notice, as business needs or shift patterns dictate e.g. evenings, weekends, and Bank Holiday working).
• To always maintain professionalism.
• To be able to remain calm and collected in stressful situations.

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.

Apply

If you feel you match our requirements and are looking for your next career challenge, or for a confidential discussion on the full details of this role please contact Loren Worrall on 07800705566 or recruitment@esurv.co.uk – alternatively apply with your CV and covering letter for a quick response.

LSL Property Services are dedicated to protecting your data – our Recruitment Privacy Notice can be viewed HERE

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.