Customer Service Team Leader - Croydon
Company profile
The Vegner Group is a property service group established in 1991. With over 30 years' experience the business specialises in the management of blocks of flats and offers other related services such as insurance broking, lettings management, surveying, company secretarial and the provision of concierge staff. The group has revenues of approximately £31, and has over 650 employees, 180 of which are based at clients' buildings. We also administer the employment (payroll and HR support) for a further 150-200 staff employed directly by our clients.
Headquartered in Richmond the group operates from 18 locations across England. The highest concentration of staff is in the Southeast of England.
Job Purpose
To assist in the development, performance and management of the customer service activities of the organisation with responsibility for the day to day running of the team, dealing with complaints and answering calls
Primary responsibilities
The Customer Service Team Leader will assist with the responsibility for the customer services development, performance and maintenance within the organisation. Efficiently guide and run the team by contributing to training and development of the team.
Day to day responsibilities
Participate in day to day customer service activities such as dealing with complaints.
Assist with effective support between the customer service services department and the rest of the organisation whilst working towards continuous improvement by looking at ways to improve service and processes.
Work closely with the complaints and telephony team to improve service and look into root cause analysis.
Lead and inspire an existing customer services team into a high performing team. Establish clear goals, KPIs, and performance metrics, and provide guidance to ensure the team consistently meets or exceeds customer expectations.
Drive a customer-first mentality across the organisation. Implement best practices in customer service delivery, focusing on responsiveness, problem resolution, and overall customer satisfaction.
Contribute towards plans for team activities to include strategy to achieve agreed targets
Interact and co-operate with all members of the organisation such as Clients and Customers
Adhere to all organisation policies and procedures
Set an example for team members of commitment, customer service activities, work ethics and habits and personal character
Ensure the prompt, empathetic, and effective resolution of customer complaints.
Oversight of co-ordination of lost block process, to ensure adherence to ARMA handover requirements.
Person profile / Skill set
- Proven experience in a Team Leader role
- Leadership with ability to motivate a team
- Excellent communication skills
- Well developed communication skills with ability to communicate to all levels
- Able to understand customer requirements and deliver and excellent level of service
- Good level of literacy and numeracy
- Problem solving skills
- Ability to prioritise a varied demanding workload
- Excellent team player
Randstad CPE values diversity and promotes equality. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. We encourage and welcome applications from all sections of society and are more than happy to discuss reasonable adjustments and/or additional arrangements as required to support your application.
Candidates must be eligible to live and work in the UK.
For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.