Customer Service Team Leader

MMP Consultancy are looking to recruit a Customer Service Team Leader on a Temp to Perm basis for an excellent social housing contractor based in Norwich.
Key Responsibilities:
* Dealing with a broad range of customers and their different types of enquiries in relation to property, housing and/or repairs
* Working effectively as part of a dynamic/flexible team.
* Leading and developing project work.
* Working with multiple computer systems.
* Analysing data and compiling reports, showing trends etc.
* Dealing with complex customer enquiries and confrontational customers.
* Leading a team, conducting 121's, performance reviews, coaching and mentoring.
* Producing training programmes and delivering training using a variety of methods.
* Work in a pressurised, fast moving environment.
* Knowledge of housing repairs and customer service skills.
* Managing employees within a customer contact team or similar field.
* Working in a customer services environment using customer processes, customer contact software and proprietary systems.
* How to give excellent customer services whilst complying with corporate and legal guidelines.
Skills & Atribuites:
* Effective communication skills to assess and meet the needs of customers, colleagues and managers.
* Write clear and concise responses to customer enquiries.
* Create develop and maintain effective working relationships with service areas, partners and contractors.
* The ability to lead and be part of a project team.
* Capacity to deal with complex enquiries and put responses into clear plain English, with good use of language and grammar.
* Make decisions, in line with legislation and organisaional policy, on customer issues which may affect their home, finances and family.
* Participate in and contribute to the team performance and ensure effect team behaviour.
* Plan and priorise work effectivley for self and team members.
* Be highly organised and methodical with excellent attention to detail.
* Use a variety of computer software packages and workflow processes to deliver customer service.
* Work with confrontational customers and effectively manage escalated enquiries / complaints.
* Create training plans and procedures and deliver training using different training methods and systems. Monitor and evaluate training.
* Provide the team with leadeship, expertise, support and assistance.
* Motivate and support the team members to achieve goals and targets.
* Demonstrate ability to undertake recruitment in line with policy.
* Work in a rotation of duties in line with customer demands and requirements.
Please send me your most up to date CV and I will give you a call at my earliest convience.