Since 1989, we have been the UK's leading provider of property risk expertise and residential surveying services, conducting over one property inspection every 12 seconds. With a team of more than 600 surveyors nationwide, we combine extensive coverage with crucial local knowledge. As part of the LSL Property Services PLC Group, which includes Your Move and Reeds Rains, we serve a diverse range of clients, including lenders, intermediaries, social housing organizations, and estate agents. e.surv Chartered Surveyors is actively seeking a skilled Team Leader to join our dynamic Central Operations Team in the booking department. In this pivotal role, you will report directly to the Operations Manager and be instrumental in driving the delivery of service level agreements (SLAs) and delivering exceptional customer service. You will collaborate effectively with fellow Team Leaders and engage with the wider business to expertly manage workloads and customer interactions within our departmental service levels. This hybrid position offers the flexibility of working 2 to 3 days from our Head Office in Kettering, on evening shifts from 11:30 AM to 8:00 PM. Key Accountabilities To manage teams of VSCs efficiently in booking surveyor appointments—both inbound and outbound—and handling OSR procedures (escalations) to achieve productivity, income, and customer service targets. To promote Esurv as part of the LSL Group by delivering exceptional customer care and strong communication, ensuring all lender SLA requirements are met promptly. To provide a professional telephone service and pursue operational excellence in all activities. To support colleagues in reaching shared objectives and build strong relationships with both internal teams and customers. To use Management Information (MI) to drive performance and quality improvements, delivering feedback and coaching to ensure standards are met. To manage absences, conduct reviews and appraisals, and initiate performance improvement processes as needed. To resolve issues at the first point of contact and encourage the team to do the same, while collaborating with Operations Managers to address concerns. To foster a supportive team culture, sharing best practices across the business, and responding effectively to unexpected incidents to minimize customer impact. To adapt swiftly to changing priorities to meet business and client needs. Knowledge, Experience and Qualifications required: Extensive experience in customer service and telephony. Skilled in providing constructive feedback to enhance performance. Proficient at handling complaints and difficult customers. Expert in utilizing CRM systems. Data-driven approach to performance improvement. Strong team-building and motivational abilities. Proven track record in leading high-performing contact center teams. Solid understanding of HR processes. Essential Proficient in Microsoft products (Word, Excel, PowerPoint, Optimiser, Survey Hub, Teams) and Google Maps/Rightmove. Ability to work flexible shifts, including evenings, weekends, and bank holidays, often with short notice. Maintain professionalism and remain calm under pressure. 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 Alka Tarafdar - alternatively apply with your CV and covering letter.