Team Leader - Liverpool, United Kingdom - Pinnacle Group

Pinnacle Group

Verified Company

Liverpool, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Team Leader (3424)
:

Overview:

Ref:

3424

Salary:

£28,000 - £28,000/annum

Location:

United Kingdom
England
North West England
Merseyside
Liverpool

Contract Type:

Contract

Posted:

06 February 2024

Pinnacle Group provides people-first, integrated services across a range of community-facing assets and infrastructure - including multi-tenure housing, schools, open spaces, public buildings, utilities and broadband networks - as well as a range of complementary employment and wellbeing outcomes.

Across the UK, Pinnacle supports over 300,000 homes, 200 schools and 80 public buildings creating value, providing stewardship and generating positive outcomes for our customers, our partners and our clients.

Our Homes business serves communities by providing trusted housing management solutions.

We take a collaborative and commercially minded, yet socially principled approach across our portfolio of Affordable, Private Rented and Leasehold properties.

The Role - Team Leader

Reporting to the Delivery Manager the Team Leader role will provide a first-class Allocation life cycle to our armed forces families.

The Team Leader will support the Move Assistants who deal with end-to-end allocations process in a timely manner and help keep customer satisfaction levels positive, the team will champion change on behalf of service families and in turn enhance the lived experience.

The Team Leader will provide coaching and 121 support. Establishing goals and objectives for all areas of the Team.

Duties/Kay Responsibilities

Managing the daytoday function of the Allocation Process. With a focus on attention to detail and quality standards.
Attending meetings with management, colleagues, and stakeholders on status updates for live resolutions in progress
Reviewing process to identify improvement opportunities.
Ensuring company policies are strictly always adhered to.
Managing performance measurement reviews across the (Home Service Team)
Responsibility for performance measurement and appraisal staff.
Coaching and development of all STAFF, ensuring well developed skills to deliver a highquality service.
Management of change control on all call handling procedures
Responsible for ensuring resource level is correct to manage "peaks" and "troughs" in call volume.
Responsible for ensuring all work is covered by correct level of experienced staff.
Manage team output and sustain productivity levels against service level agreements.
Facilitate monthly team meetings.
Responsible for ideas scheme
To liaise with Senior Management team

Skills

Experience in dealing with complex customer enquiries, demonstrating understanding and support whilst handling/ resolving difficult situations or conflict.
Ability to constructively challenge and give/ receive feedback.
Empathetic approach
Fantastic listening skills
Excellent communication skills and telephone manner. Able to communicate clearly both verbally and written.
Great organisational skills and attention to detail
Ability to confidently build a rapport with customers and stakeholders
Confident, courteous, and professional manner
Has a flexible approach to all working practices
Has a high output pace of work and is methodical in their approach
Has consistent experience in planning / scheduling, organisation, and prioritisation
A capacity to deliver results to tight deadlines and under pressure
Recognises approaching critical deadlines and realises associated risks in delivering the deadline
Has strong customer service skills and at least a years' experience within a customer facing / verbal role
Previous line management experience desirable
Is proficient from an IT system use perspective
Enjoys variety within their role
Experience of call centre operations (desirable)
Driving Licence (desirable)