Real Estate & Property

Customer Service Team Leader

Not Specified

MMP Consultancy are working with a fantastic organisation based in Devon who are looking to recruit a Repairs & Customer Service Team Leader on a six-month fixed term contract with the potential to be extended.

Job Purpose: To be responsible for overseeing the daily planning and scheduling of repairs delivering a quality service to the customers and maintaining the homes. Be responsible for the day to day management and supervision of a small team of repairs schedulers/administrators, ensuring that resources are assigned effectively and that KPI’s are met.

Main Responsibilities:

Lead repairs scheduling function, review and prioritise the work schedule making best use of skills and expertise to obtain maximum productivity of employees
Oversee the organisation of response repairs, planned investment and void work programmes
Liaise with the Repairs Supervisor daily to eliminate issues that may lead to repairs running over response times and ensure customers are kept up to date with repair requests
Ensure the scheduling team provide an efficient, knowledgeable, and professional first point of contact for any enquiries from the organisation’s customers, contractors, suppliers and stakeholders
Ensure the team correctly diagnose and order repair works
Manage the recruitment, training, development and performance of the team
Prepare weekly and monthly reports
Effectively resolve customer complaints and ensure a review of lessons learned is communicated to the team.Key Knowledge & Experience

GCSE’s A*- C in English and Maths equivalent
NVQ Level 3 Qualification or equivalent
Minimum of two years’ experience of directly managing a team
Experience of delivering a scheduling function within a responsive repair’s environment
An understanding of different property types and the repairs that may be needed
An understanding of a repairs and maintenance service
Experience of collating reports and KPI’s
Excellent IT systems skills and experience