CUSTOMER SERVICE TEAM LEADER

JOB DESCRIPTION – CUSTOMER
SERVICE TEAM LEADER

RESPORTING TO:

HEAD OF PROPERTY & ASSETS

LINE MANAGING:

1 X CUSTOMER SERVICE ADVISOR, 1 X REPAIRS ADVISOR

CONTRACTUAL BASE:

The Coach House, Gresham Road, Staines

OVERALL JOB PURPOSE

Key Responsibilities

To oversee Ability’s contact centre service and team, ensuring a knowledgeable, skilled and motivated
team are consistently able to provide an excellent service experience for all customers, colleagues
and stakeholders who access the service

To continually monitor, review service levels, and to seek and implement improvements in process
service delivery, accessibility and inclusivity across all areas of the contact centre service and duties
detailed below

To act as first point of contact for all those accessing the contact centre services via any channel,
demonstrating Ability+Positive values through all interactions with the team, colleagues and
customers

To manage and resolve Service Requests in line with Ability’s complaints policy and process, and the
administrative duties associated with complaints management within the contact centre.

PERSON SPECIFICATION:

Effectively line manage the contact centre team ensuring a motivated and capable work force via
thorough induction, regular supervision, appraisal, and performance management processes.

Monitor and report on team performance targets, acting swiftly to identify trends and implement
corrective actions where needed. Work with HR colleagues where any formal processes may be
required, and to safeguard the health and safety and wellbeing on the contact centre team.

Assist colleagues across the Directorate with compilation and reporting of team KPIs as required.

Undertake regular call monitoring using a quality assessment framework which supports coaching and
learning opportunities for the team to continually improve services

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Lead by example, take ownership of all customer enquiries; seeking to resolve these at the first point
of contact where possible, and otherwise ensuring queries are allocated or sign-posted to the right
person to assistance in resolving that query effectively. Where needed, follow-up with colleagues,
partner organisations or stakeholders to ensure that satisfactory resolution is reached with the
customer, in communication with them

Ensure that all contact received by the team is accurately and factually recorded on Ability’s IT
systems, and that information provided by the team is likewise accurate, factual and in line with
Ability’s policies and service standards.

Organise and plan team resources effective to ensure there is always adequate cover to manage
incoming queries and other tasks required of the team. Where staff vacancies arise take swift action
and engage with HR to recruit the best candidates available.

Be responsible for operational staff safety in ensuring they are accounted for at the end of each
working day in line with Ability’s lone working policy; escalating matters if needed without delay.

Be an expert on all aspects of Ability’s contact centre communication system, customer database,
complaints policy and repairs and maintenance service provision, ensure that all contact centre
activity is in line with these.

Be accountable for ensuring that all staff within the contact centre adhere to Ability’s code of
conduct, customer care standards, safeguarding policies and the obligation upon all staff to be aware
of GDPR and to take the greatest of care with sensitive information and data we hold relating to those
we support and work with.

Take personal ownership for data accuracy within Ability’s systems, updating customer and property
details accurately where new or updated information comes to light.

Ensure the contact centre team is skilled to accurately diagnose repairs through customer
communication, identifying the required trade and adequate detail to enable a first-time fix, and
ensuring works orders are raised in line with agreed service levels and timelines.

Manage “no access” and “no contact” cases in partnership with contractors and associated
communication, and where possible to proactive measures to achieve access.

Maintain routine reporting and scrutiny of contractors to monitor appointment scheduling and
fulfilment. Ensuring that all completed jobs are updated within Ability’s IT system in a timely manner
to ensure data accuracy in relation to repairs service KPIs.

Be duty holder for contract approvals, within the agreed thresholds set and documented by the Head
of Property & Asset.

Communicate directly with customers in the medium of their choosing, and support colleagues across
the business with wider communication such as mail-merged letters as required.

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Support colleagues with facilities management duties as required, for example post, stationary, minor
office and equipment maintenance issues.

Assist the team and Ability as a whole to fulfil our Safeguarding duties by being vigilant and proactive
about assessing safeguarding issues with regards to customers using or visiting Ability’s services. Take
appropriate action to protect customers from all forms of abuse and promote the wellbeing of those
using our services.

Observe and promote the letter and spirit of Ability’s equality and diversity policy in all contact with
staff, clients and members of the public and to attend training as appropriate.

Deputize for the Head of Property & Asset when requested, and any other duties as may reasonably
be undertaken within the scope of the role.

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Essential

Desirable
Essential

Essential

Essential

You Have:

QUALIFICATIONS,
SKILLS &
EXPERIENCE

TECHNICAL
KNOWLEDGE

IT SKILLS &
EXPERIENCE

•  Proven experience of leading, motivating and

•

managing a high performing team
Experience of developing a performance management
culture in a customer focussed service organisation

•  Ability to plan and prioritise effectively to achieve

targets and meet deadlines

•  Ability to effectively communicate and negotiate with

residents, partners and contractors, especially in difficult
situations

•  Ability to make and implement difficult decisions,
solve problems and deliver service improvements
using own initiative and creativity

•  Ability to analyse complex data, present information

and make recommendations

•  Ability to multi-task and deal with competing priorities
•  Ability to motivate self and others, and have
experience of performance management

•  High level of communication skills, verbally and in

writing

•  Providing a fair and consistent delivery of positive

management behaviours for the benefit of customers, the
business and team objectives.
Substantial experience in a customer-focussed
service call centre or front line operation
Experience in a repairs and maintenance

•

•

•  Knowledge of multiple housing tenures including

shared ownership, leaseholder, temporary housing,
assured and assured shorthold tenancies and fixed term
tenancies

•  Knowledge of repairs and maintenance
•  Knowledge of procedures and processes relating to

income recovery and housing management

•  Competent user of Microsoft Word, Excel, Outlook
•  Ability to interrogate and manage computerised

databases

•  Ability to analyse data and keep databases up to date
•  Ability to populate and produce reports from CRM

system

BEHAVIOUR

•  Genuine commitment to the Association’s values and

behaviours

•  Positive “Can do” approach to work
•  Goal-focused, positive and resilient
•

Self-managing, taking responsibility for own
behaviours and development

•  Committed and adaptable
•  Willingness to learn and improve technical expertise
•  Committed to working in a customer focused

environment

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