Menu Close

Service Administration Team Leader/Supervisor


Job Title:
Service Administration Team Leader/Supervisor

Job Ref:
1426

Location:
Tower Bridgel, SE1

Brand:
Zoopla

Discipline:
Customer Support

Job Description

Summary of Role:
Oversee the day-to-day running of the Service Administration team, ensuring that all orders and cancellations are processed correctly and within the required SLA. Support the team in managing the queues and processing tickets. This role will require close liaison with other teams and managers on a daily basis.

Key Responsibilities:

  • Accurately processing customer orders and cancellations alongside the team, especially during busy periods
  • Ensuring customer orders are completed as per the company`s requirements
  • Deal with all sales queries in relations to any contracts, cancellation or sales league issues
  • Support the sales team with any setup questions to ensure the customer paperwork will be sent correctly
  • Senior escalation point of contact for the order complaints or enquiries when appropriate
  • Ensure checks are made before the monthly billing run to avoid any customers being billed incorrectly
  • Compiling and monitoring team stats and performance
  • Understand and document all processes in relation to customer orders and cancellations
  • Managing, training and developing the team
  • Run monthly reports for senior managers regarding credit stats and anything else they require
  • Maintain fortnightly 1:1 catch ups with the team
  • Ensuring month end deadlines are meant inside business SLA`s
  • Find efficiency, improvements to systems, processes and functions
  • Assist with ad-hoc duties and project work

Skills required:

Essential:

  • Self-motivated with the ability to work alone and within a team. Ability to work with own initiative when needed
  • Flexibility to ensure results are delivered by set deadline and to set service level agreements
  • Excellent inter-personal skills, both written and spoken in order to inform, advise and communicate effectively with customers and colleagues
  • Ability to lead and motivate a team to ensure productivity levels is consistent, of a high standard and at the required level. Lead by example attitude
  • Good time management
  • Excellent attention to detail
  • Intermediate excel skills
  • Ability to prioritise your own work and team`s tasks

Desired:

  • Knowledge of Salesforce/CRM systems
  • Experience working within a sales environment

About ZPG Plc (www.zpg.co.uk)

ZPG Plc (LSE:ZPG) ("ZPG") owns and operates some of the UK`s most trusted property and household-related digital brands including Zoopla, uSwitch, PrimeLocation, Money and Hometrack.

ZPG helps empower smarter property and household decisions. It has an unrivalled proposition with its websites and mobile apps attracting over 50 million visits per month and over 25,000 business partners using its services.

ZPG was founded in 2007 and has a highly experienced management team, led by Founder & CEO, Alex Chesterman OBE.