Summary
We are seeking a Customer Service Team Lead to join our dynamic team in Gonerby Moor, to meet the needs of our growing company. This pivotal role will enhance our customer service department, ensuring that we meet our high standards of service while fostering a supportive team environment.
We believe our customers deserve exceptional service. Through amazing customer service leadership and utilising your excellent management skills, you will nurture and grow our expert customer service team to meet our strategic objectives of customer excellence and manage a call centre.
Responsibilities
- Critically evaluate and analyse existing operations processes and analytics to create a plan to drive customer excellence.
- Lead, motivate, and inspire a team of expert customer service advisors (CSA's)
- Conduct regular one-to-one meetings and team briefings to ensure alignment with objectives.
- Provide ongoing coaching, feedback, and support to maximise team performance.
- Ensure continuous development of staff through training to provide a great experience for our customers.
- Effectively manage resource allocation considering seasonal patterns, trends, and strategic plans to manage team schedules and holidays to optimise coverage.
- Use your managerial experience and knowledge of HR practices to create a harmonious and collaborative team environment that encourages excellence.
- Foster a positive work environment that aligns with company values.
Qualifications
- Minimum 2-3 years proven experience in a management or supervisory role within customer service.
- Proven track record of managing teams and achieving performance targets.
- Experience in coaching, training, and developing team members.
- Background in handling customer complaints and service recovery.
- Experience in human resource processes for managers, including back-to-work forms, flexible working requests, one-to-ones, performance appraisals, holiday requests, etc.
- Proficiency in CRM systems, Microsoft Office suite, and call centre technology. Sage knowledge would be advantageous, but training will be provided as required.
- Strong analytical and problem‑solving abilities to resolve complex issues, including excellent written and verbal communication skills for internal and external stakeholders.
- Excellent organisational and time‑management skills with attention to detail.
- Ability to work in a fast‑paced environment and adapt to changing priorities, and a team player, collaborating and building relationships between departments.
Our Culture
Our company culture will require you to have a willingness to roll up your sleeves and muck in, have a "let's get it done" attitude, and an ability to take ownership. Be flexible and open‑minded.
Benefits
- EV electric charging.
- Electric vehicle salary sacrifice scheme.
- HSF cash plan.
- Extra holiday for birthday.
- Monday to Friday working 9:30‑17:00 with 30‑minute unpaid lunch.
- Company events throughout the year.
Job Type: Full-time
Pay: From £31,000.00 per year
Experience
- Managing a team: 2 years (required)
Work Location
In person
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