Team Leader (Customer Service) MEAR51668

Enfield (City/Town), London (Greater)
21 Jul 2017
17 Aug 2017
Contract Type
Full Time

Team Leader (Customer Service) MEAR51668



Here at Mears Group our vision is to make a positive difference to the communities we serve.

Mears Housing Management is a fast-growing business within the Group and currently manages over 10,500 units across the UK.  Part of MHM, Mears 24/7 is a specialist contact centre dedicated to serving the housing maintenance and care and support sectors.

We are now seeking to recruit a Team Leader to join us at our office in Enfield. 

Within this role, you will assist the Operations Manager to deliver and manage, high quality, customer focused, Housing Management/repairs service. You will deal on a day to day basis with Landlords, Local Authorities and tenants, including other departments within a busy Housing Management Service.

You will provide leadership, vision and managerial support to Contact Centre staff and will maintain targets to maximise the effective and cost-efficient use of both Contact Centre technology.

You will carry out recruitment, selection and development of staff within the Contact Centre and will prepare and present reports on the Contact Centre service performance and other related issues as and when required by the Team Manager.

In addition, you will monitor KPI's to ensure continual improvements within the Contact Centre and will liaise and develop strong operational relationships with client customers and Landlords.

In order to be successful in this role, it is essential that you have substantial experience of supervising a team of 10 or more people.  With Call Centre management experience of at least two years in a complex multi customer environment, you should also have considerable experience of using windows based technology.

Knowledge and use of Prairiefyre Call Management Software, including wallboard manipulation and set up will also be required and you should have proven knowledge and understanding of managing non-monetary/financial staff incentive programmes.  Familiarity of working within lettings or short term tenancy management is also important.

Please refer to the full job description upon applying

Once you join the family, you'll have online access to a range of voluntary and flexible benefits, including...

  • Training and development
  • Mears Advantage - Allowing you to save money on everything from weekly groceries, to your annual family holiday
  • Mears Assist - A confidential hotline open to all colleagues, providing support on a wide range of personal and work-related issues.
  • Long service and additional holiday leave - Colleagues who stay for a period of time at Mears are rewarded for their service.
  • Share Save as you Earn scheme - Buy shares within the business for three years, at a reduced price. Share in our success!
  • Seeing first-hand the impact you have on the lives of the people you support

Mears Group PLC and its subsidiaries are Equal Opportunities Employers

This is a Blue Octopus Recruitment Ltd vacancy who are operating as an employment agency. Once you have clicked to apply for this vacancy, we will then send you more information on the role including a copy of the application form via email.