We are recruiting for a Client Service Team Leader to join a thriving company based in West Swindon, Wiltshire.  If you are someone with strong leadership skills that is also a forward thinker with proven experience of process implementations, we would like to hear from you.  Motivating your team to be the best they can be whilst maintaining clear relationship boundaries is paramount for this role.  The role will initially be office based for at least the first 6 months to ensure visibility in the team however hybrid working will then be considered. 

Duties and Responsibilities

Working as part of a fast paced Client Services team, the Team Leader will be responsible for effective planning and efficient allocation of team resource, whilst monitoring workload throughout the day to ensure the service levels and KPIs are met in line with Company standards.

You will be responsible for ensuring the team take ownership of cases through to resolution with accuracy, and within the agreed timeframe whilst providing support and guidance to the team as required through the day.

The Team Leader will ensure a high level of service is provided by their team and will develop strong working relationships with the sales team to offer coordinated support to customers.

Key responsibilities include:

• Work with the Department Mangers & Head of Client Services to drive continual improvement in people, technology, processes, and service. Establish and test new strategies to improve the client service experience.

• Increase Client Satisfaction year on year through maintained services levels

• To attend departmental meetings and liaise with other department managers regarding schedules, ensuring deadlines are met through planning, task delegation and follow up.

• Liaise with customers and provide technical support and advice as required.

• Work with the Client Services management team to develop best practice to maximise throughout opportunity.

• Engage with your team to clearly communicate daily and weekly resource plan.

• Through gap analysis, identify development needs & ensure all personnel receive necessary training.

• Mentoring; Identify future prospects and support their development via continual upskilling in customer services through evaluation, development and training.

• Ensure excellent communication via regular team meetings, 1:1 discussions etc.

• Ensure the right calibre of staff are recruited, and in accordance with company policy and procedures.

• Lead, motivate, communicate with, develop, appraise and performance manage staff to ensure they are fully motivated to achieve best performance to meet the company’s needs. Ensure that poor performance is not tolerated and is remedied via support, training or disciplinary

• Provide reports or presentations to Managers and Directors throughout the Company.

• Ensure any complaints are documented and resolved in accordance with our Company complaints and Non-Conformance procedures.

• Manage the out of hour’s process and ensure and ensure adequate cover is in place at all times.

• Ensure the department operates in accordance with Company policies and procedures.

• Maintain a safe working environment.

Incredible benefits including:

• 25 days holiday a year in addition to the statutory bank holidays. Plus, additional holiday for length of service after 5, 10, 15 etc. years.

• Pension– auto enrolment from day one with the company making a company contribution of 5%.

• Private healthcare after 1 years’ service (medical history disregard so excellent scheme as everyone will be covered that wishes to apply).

• Membership of the Group Life Policy (Death in Service) at 4x basic salary. Additional benefits:

• Discretionary Company bonus scheme (up to 10%).

• Wellbeing Room and dedicated Mental Health Team.

• Two paid volunteering days per year.

• Employee sponsorship scheme.

• Professional qualification sponsorship.

• Free eye tests and flu jabs.

• Length of service awards including additional holiday days.

• Employee discount for estate agency fees with appointed Shareholder firms.

• Social events paid for by the company including a Christmas party.

• Access to Yu-life – app-based benefit product offering free will writing, 24/7 doctor @hand services, EAP, access to CALM, daily challenges, and an opportunity to earn Yu coins to reward employees.

• Free coffee, tea, squash, milk.

• Relaxed dress code.

Hours of work: 8.30 am to 4.30 pm or 9.30 am to 5.30 pm (on a rota basis) – Monday to Friday

Salary - negogiable