Customer Support Team Leader

Customer Support Team Leader position at Trinity Estates

Location: Hemel Hempstead

Working Hours: (Apply online only) Monday - Friday

Salary: to £29000

***PLEASE NOTE THAT THIS IS A NEW POSITION DUE TO EXPANSION OF THE CUSTOMER SUPPORT TEAM***

About Trinity Estates:

Trinity are one of the largest residential property management companies in England and Wales. Working with leading house builders across the country, Trinity provides residential management services nationally. Our property professionals are home based and are located locally to the sites they manage. They are fully supported by a comprehensive team in our Hertfordshire head office which comprises Surveyors, Accountants, Legal professionals, and a large customer support team. Trinity is part of the Trinity Property Group, an Odevo Group Company.

Benefits:

1. 24 days annual leave for work-life balance.
2. Discounts on shopping and services through Perkbox.
3. Employee Assistance Programme for confidential support.
4. Financial support for personal development.
5. Opportunities for career growth.
6. Recognition incentives.
7. Cycle to Work scheme for a healthy lifestyle.
8. Employee Referral Scheme for potential bonuses.

About us - Customer Support Team:

We are a vibrant, fun, and hardworking group of approximately 30+ team members who are passionate about providing outstanding customer service to all our residents and clients. We are proud that our team is a diverse group of individuals representing all ages, cultures, and backgrounds. The team is supportive and nurturing and we value each other's qualities. The customer support management team provide strong and structured leadership and support as well as on the job training. If you share our passion for people and outstanding customer service, and have experience in leadership and motivational skills, please come and join our fabulous team!

Job Description:

The role of Customer Support Team Leader is responsible for providing leadership and mentoring to a team of Customer Support Advisors in order to deliver first-class customer service.

Key Responsibilities and tasks include:

1. Motivate the team to ensure excellent delivery of Customer Service, always leading by example.
2. Conduct regular one to one review meetings with the team, ensuring appropriate feedback is delivered and monthly objectives are created.
3. Coach and mentor the customer support team members and assist with escalations where required.
4. Recognise training needs within the team and design ideas to assist with the creation of new training packages.
5. Work effectively with Trinity colleagues to always ensure an excellent delivery of customer service.
6. Build and maintain good relationships with the other Team Leaders within the customer support department and all other departments within Trinity.
7. Comply with company Health & Safety Policy and ensure the customer support team are championing Trinity's values and visions.

Qualifications and Skills:

Candidates for this position should have the following skills and qualifications:

1. Passion for exceptional Customer Service
2. Excellent leadership and motivational skills
3. Excellent verbal and written communication skills
4. Ability to demonstrate high attention to detail
5. Delivery of coaching and feedback sessions
6. Demonstrable intermediate levels of IT skills and personal organisation
7. Ability to work independently as well as part of a group
8. Proven line management capabilities
9. An ability to liaise with a range of people.

The following skills would prove advantageous:

1. Knowledge of the residential property management sector
2. Advanced knowledge of Microsoft computer packages
3. Line management / Leadership qualifications.

Application Process:

All applicants must be eligible to live and work in the UK without restrictions, and documented evidence of eligibility will be required.

For further information, or to explore more opportunities, you can visit Trinity Estates on