Property Transfer Customer Support Team Leader

Job Role: Property Transfer Customer Support Team Leader

Location: Torquay

Hours: 35 hours per week - Monday to Friday

At Innovus, we are committed to delivering market leading solutions and professional services. As a Property Transfer Customer Support Team Leader, you will be contributing to our vision to be recognised as the market leading provider of services to the UK’s property sector.

We are proud to employ highly skilled, experienced and innovative people who deliver business expertise and services across the property industry.

Main Purpose of Job

To lead and motivate the Property Transfer Customer Support team based in our Torquay Centre of Excellence. This is achieved through support, training and development of advisers within our very busy customer support telephony team.

Position in Organisation

This role reports to the Torquay based Property Transfer Manager within the Property Transfer Department.

Main Responsibilities

• Oversee the smooth day-to-day running of the Property Transfer customer support team based in the Torquay Centre of Excellence, including day to day line management of a Team of customer support advisers.
• Ensure all HR policies and procedures are followed including holding monthly 121’s, coaching and training, effective absence management as well as the onboarding and support of new team members.
• Use excellent communication skills to motivate, engage and drive your team to deliver a consistently high level of service for customers and clients.
• Develop and publish reporting on key performance indicator’s such as: Answer rate, Grade of Service, AHT, schedule adherence as agreed by Department Senior Leadership.
• Manage and co-ordinate shift schedules, breaks etc. for your team to ensure correct levels of staffing to meet customer demand and deliver against agreed service levels.
• Create a system to use voice of customer to identify trends in customer enquiries or recurring issues, providing recommendations for process improvements
• Liaise with Team Leader peers across the property transfer department to improve process, feedback and service delivery between the telephony and administrative teams.
• Ensure agents have the resources, training, and support they need to perform effectively, using our CRM and telephony systems.
• Act as the point of escalation for complex customer issues, helping to resolve them quickly against our internal escalation framework, this may involve emailing or calling customers to ensure timely resolution.
• Implement and monitor quality assurance processes to ensure service is being delivered to a high standard with regular coaching and mentoring to improve the skill of agents within your team.

Experience

• Demonstratable passion for providing excellent customer service
• Previous leadership experience essential to this role, with experience in contact centre type environments preferred
• Property Transfer is a busy customer service department supporting conveyancing and property transactions for leading UK property management client, any experience in property or property transactions would be useful but not essential.

The Benefits

Our customers deserve the best and the same applies to our people. We’ll support you with all of the technology, training and support that you need to do your job well. We offer competitive salaries and a range of benefit packages. In addition to the core benefits, we also offer a range of exclusive discounts on extra benefits to help you and your family make the most of your money, safeguard your future and look after your health.

Diversity and Inclusion

We’re committed to promoting diversity at Innovus and recruit on merit. We will consider applications from job share applicants.

Innovus is an inclusive employer. We provide equal employment opportunities to all qualified applicants. If you have an additional need at any stage of our recruitment and selection process do speak to one of our team to let us know how we can accommodate you.

Ready to apply?

Click the below apply button to start your application for this role. We will ask you to upload your CV and answer a few questions. You may also be asked to complete verbal and numerical reasoning tests online.

Please note, due to our sector all roles are subject to an Enhanced DBS.

If you meet the criteria for the role, we’ll be in touch to arrange a short telephone interview and our shortlist of candidates will be invited to attend a first interview with the hiring manager and another member of our team.

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