Job role: Customer Excellence Team Leader Location: New Milton Hours: Monday to Friday - 37.5 hours Salary: up to £32k per annum, dependant on experience. As a Customer Excellence Team Leader, you will contribute to our vision of being the UKs leading People First property Manager by delivering a frictionless experience whereby customers can effortlessly connect with us through a channel of their choice and expect a First Contact Resolution: Leading, coaching and motivating the Customer Excellence colleagues within your team to deliver outstanding performance: Ensuring delivery of a first class customer provision, delivering a positive customer experience and encouraging First Contact Resolution; Delivering an effective and efficient service to internal and external customers, including contractors; Role modelling a high standard of customer service and professionalism at all times, with high levels of team engagement; Providing senior support to the customer excellence team, deputising for the Customer Excellence Manager, as appropriate. This role reports to the Customer Excellence Manager and has up to 15 direct reports. Main Responsibilities Responsible for a team of Property Service colleagues, ensuring they receive regular 1-2-1 meetings and performance reviews. Encouraging and supporting individual development. Proactively manage and improve the morale of the team by displaying great leadership – praise, clarity, playing to strengths and genuine concern Proactively monitor workflow across the department, ensuring service standards, productivity targets and KPIs are achieved daily. Responsible for attracting, developing and retaining colleagues to deliver the customer experience we strive for Provide cover/support for other Team Leaders during periods of absence. Ensuring performance metrics are consistently achieved and appropriate actions taken to address any shortfall Facilitate a culture of open and honest 2 way communication ensuring key messages are cascaded Provide a high standard of customer service at all times, ensuring that a courteous and calm manner is used at all times. Ensure adherence to colleague standards including uniform, time-keeping, and general conduct Update and review department processes and training materials in order to improve efficiencies and enhance the customer experience Work closely with all internal departments to identify and fix issues; Lead and drive team performance and delivery, effectively assigning and organising all workloads appropriately to manage service delivery requirements; Constantly monitoring customer channels and queues to ensure resource is always used in the most efficient way possible; Provide effective leadership to motivate, engage, maintain morale and achieve high standards within team, including one-to-one meetings, coaching, Performance Development Reviews and regular team briefings ensuring all people related tasks are completed as documented in company procedures; Continually review data and trends, including employee attendance and performance to ensure set targets are met; Empowering teams to take ownership and use their judgement to provide timely personalised responses in a way that appropriately balance the needs of customers, our people and FirstPort; Creating a positive, diverse environment, identifying talent and creating development and succession plans; Encouraging and promoting collaborative working with operational colleagues to increase the quality and speed of responses to customers Ensure verbal and written communication is processed and responses issued in accordance with targets, our values and in line with the quality and standards set; Manage escalated complaints through to resolution, ensuring customer satisfaction. Carry out quality control assessments of work completed, provide structured feedback to all team colleagues to deliver targeted improvements; Work with peer group and other colleagues to identify opportunities for continuous improvement. Recruit, train, monitor and develop new team members, outlining areas of accountability, providing coaching on areas of development and empowering ownership of problems through to resolution; Dealing with customer escalations in a speedy manner, and providing feedback to team members to improve customer experience Skills and Experience Leadership / management experience ideally in a customer service environment Demonstrable customer and employee focus Ability to utilise data to drive performance Ability to manage People related employee relations issues confidently and within legislation requirements Ability to lead teams through periods of change Excellent organisation and administration skills Attention to detail Excellent communication skills; used to using multiple channels of communication. Confident use of IT (Outlook, Excel, PowerPoint, Cloud based solutions and Web Applications) Confident, articulate communicator – both orally and in writing; able to build relationships with all types of customer and clients with a resolution focused mentality, creative approach. Able to work with autonomy and as part of a wider team Efficient in maintaining administration and record keeping electronically Ability to work under pressure; resilient, able to prioritise and manage time effectively. Good IT skills, social-media awareness and up to date with new technology. Property Management experience desirable but not essential Who are we? FirstPort is the UK’s leading property management company, caring for our customers’ homes across England, Wales and Scotland. With over four decades of experience and over 3,100 employees, FirstPort works with developers, investors, freeholders and over 1,600 Resident Management Companies. FirstPort is a member of the Association of Residential Managing Agents (ARMA), the Association of Retirement Housing Managers (ARHM), and Property Managers Association Scotland (PMAS). As well as holding a Five Star Rating from the British Safety Council, FirstPort is an accredited Safe Agent and belongs to The Property Ombudsman. Why choose us? By joining us, you will work with industry professionals who are committed to providing the highest levels of customer service, as well as ensuring we put our people first. The benefits of working with us can include free parking, free fruit, discounted gym membership, a true work-life balance and the opportunity of growth and progression. In addition to the core benefits, we also offer a range of exclusive discounts on extra benefits to help you and your family make the most of your money, safeguard your future and look after your health. We’re committed to promoting diversity at FirstPort and recruit on merit. We are an inclusive employer that prides itself in being so diverse. What’s next? To start your application for this role we will ask you to upload your CV and answer a few questions. Our recruiters will work with our managers to review your CV. If unsuccessful you will be notified. If you meet the criteria for the role, we’ll be in touch to arrange a short telephone interview and our shortlist of candidates will be invited to attend interviews with the hiring manager. Job Advert Not Specified About The Company Not Specified