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 Key Accountabilities To Manage teams with either booking appointments for surveyors or working on the escalations, to meet productivity, income and customer service level targets To promote e.surv through excellent customer car, communication and presentation skills. Ensuring lender SLA requirements are met through prompt and effective management To develop and maintain excellent relationships with internal colleagues and customers Use Management Information to drive performance improvements and increase quality and productivity Deliver feedback and provide coaching to drive excellence Manage absence, conduct appraisals and performance plans. Contribute to a supportive team culture, working collaboratively with other areas of the business to share best practice Ability to multitask with changing priorities and supporting 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 Essential 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. Trading since 1989, we're the UK's 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. This gives us the flexibility to offer nationwide coverage combined with invaluable local knowledge. 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.