Customer Services Team Leader

Job Location	Norwich
Education	Not Mentioned
Salary	£30,296 per annum, inc benefits
Industry	Not Mentioned
Functional Area	Not Mentioned
Job Type	Temporary, full-time

Job Description

Customer Service Advisor

Job Type: Temporary to permanent
Location: Norwich
Salary: £30,296 per annum (£15.75 per hour plus holiday pay whilst temping)
Location: Norwich, NR6

We are looking for a Customer Service Team Leaderwho is passionate about delivering the right outcomes for customers, the team, and the business. This role is crucial in influencing performance to ensure a consistent, positive customer experience is delivereddaily. You will be driving performance in a culture of transparency, ownership, and accountability. Day to Day of the role:

Oversee the Repairs Service Diagnostic Team to ensure calls are handled correctly and professionally, achieving KPIs and high levels of customer satisfaction.
Produce and use monthly individual productivity reports at 1:1 and appraisals, review teamwork in progress daily to maximise productivity.
Take ownership of customer enquiries via email, phone, and face-to-face, demonstrating excellent communication skills and providing first-class customer service.
Ensure accurate diagnosis of repair jobs, guiding residents through the process to capture as much information as possible for a ‘first time fix’.
Deal with stage 0 complaints to resolve at the first point of contact and avoid escalation.
Operate a range of IT systems to provide clients and customers with information and services to resolve their enquiries at first point of contact.
Work as part of the wider team, providing support to colleagues to contribute to enhanced organisational performance.
Deal with a broad range of customers with different needs and vulnerabilities, sometimes involving complex and difficult situations.

Required Skills & Qualifications:

Demonstrated experience in a customer service role.
Excellent communication skills, both verbal and written.
Ability to work effectively both independently and as part of a team.
Strong IT and systems operation skills.
Resilience in dealing with complex situations and challenging behaviour.
Experience in performance and team management.
Commitment to continuous improvement and innovation in customer service.

Please apply online or contact Maxine or Andrea at Reed Norwich for a confidential chat

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