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Customer Services Team Leader

Central Administration - Connells Survey & Valuation, Leighton Buzzard


Connells Survey & Valuation Ltd is a panel management and surveying company that offers a national service to clients. Our main role is to provide mortgage valuation reports and support to our lender clients, the banks and building societies who provide the public with mortgages. We also provide more detailed survey reports for prospective purchasers.

The customer service advisors that you will be managing are responsible for a mixture of booking, allocations and client services. The team progress client instructions through to completion within the client specified turnaround times. Cases are to be monitored throughout the process to ensure service delivery is achieved with continuous communication with the client, the surveyor / panel firm and booking teams. It is the responsibility of your team to ensure we deliver or exceed the service required in our Service Level Agreements with all our clients.

Main Purpose Of The Role

To supervise a team of customer service advisors while ensuring procedures are implemented and adhered to, performance targets are set and met and cases are progressed in line with required service levels. You should provide regular feedback on staff, performance statistics and recruitment needs to the Client Services Manager and the Central Operations Director. You are expected to lead by example and actively deal with all staff related issues as and when they arise, along with carrying out staff appraisals and review meetings.



  • Communicate agreed performance targets to the team and create / implement the necessary procedures to ensure these are met / exceeded.
  • Ensure that the team carry out their tasks within company service levels.
  • Collate statistics on business and staff performance to provide regular feedback to the Client Services Manager.
  • Discuss and agree personal objectives / team performance targets.
  • Perform audit checks to ensure compliance with client and department standards and provide feedback to team.
  • Monitor and ensure call answer times, and agent availability meet the department requirements and take action where necessary.
  • Conduct regular team meetings to give and receive feedback on performance and other team / business related matters.
  • Actively become involved with recruitment for the team.
  • Carry out staff appraisals and disciplinary meetings when necessary.
  • Attend Team Leader meetings and Chair / take minutes when required.
  • Provide support to the Client Services Manager and Central Operations Manager.

Managing Pipeline Cases

  • Ensure the team are being proactive in handling instructions and where required are liaising with clients for additional information.
  • Monitoring client Service Level Agreements and where necessary make changes to ensure appointments can be booked within service levels.
  • Implement team chasing for the return of the report following the appointment.
  • Assisting with case queries prior to the report being completed.
  • Takes ownership of cases where escalation is required and sees through to resolution.

Ensure department and company objectives are met / exceeded

  • Ensure professional end to end service delivery is provided.
  • Check team email inbox regularly to ensure emails are dealt with in line with Service Level Agreements.
  • Understand and comply with all company and department policies.
  • Undertake other duties as required.


Behaviour requirements:

  • Advocate for the company; exemplary attitude to work; sets an example to the team.
  • Courteous, helpful, loyal and professional; proactive in finding solutions; goes the extra mile.
  • Excellent communicator who builds a high performing and committed team that are inspired, driven and motivated. Ability to build professional relationships. Can communicate on all levels.
  • Consistently engages and looks to initiate ideas and solutions to support the growth and success of the company. Takes ownership of company messages and positively implements.
  • Consistently seeks to enhance and share personal knowledge and skills.
  • Proactively seeks to develop all members of the team, encouraging personal growth, offering support, training and coaching.
  • Team player. Volunteers and positively contributes to enhancing team performance.
  • Meticulous approach to work. Ability to examine all aspects of a scenario  before a making a decision. Problem solver with analytical and logical mind-set.
  • Flexible to change. Demonstrates ability to meet changing needs of our clients, the department and the company.
  • Likes working in a busy environment that is structured with guidelines, rules and regulations.
  • Works extremely well under pressure and consistently exceeds client service expectations. Organised, focused and goal driven.


  • Ability to multi task and actively use a variety of IT systems and resources.
  • Good IT skills with a good understanding of Microsoft Office.
  • Excellent written and verbal communication skills.
  • Accurate, with a good attention to detail.

Experience requirements:

  • Previous office experience.
  • Previous experience of leading a team.

Educational requirements:

  • GCSE English and Maths Grade C or above.

Pre-employment checks:

Connells Survey and Valuation undertake pre-employment screening checks on all potential employees. This will include:-

  • Proof of right to live and work in the UK
  • Proof of residency for the last 3 years
  • Proof of employment history for the last 3 years
  • Basic Level Criminal Conviction Certificate
  • Financial Sanctions and Experian Check

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