We are currently seeking to recruit a Customer Service Team Leader to join our Contact Centre team. This role is a part of our Customer Service Team, to manage, monitor and motivate a team of Customer Service Advisors who are the first point of contact for enquiries from customers by telephone and a range of digital services.
The team will be providing an out of hours service to our customers, ensuring customers are receiving a best-in-class customer service.You will also need to provide a professional and efficient, first-class customer service, as well as demonstrate effective leadership and performance management of the team.
If this sounds like you, we would love to hear from you.What could you be doing The Customer Service Team Leader will be responsible for the overall management of the out of hours Customer Service Advisors to provide the best possible service to customers. As a main point of contact for a team of customer service advisors you will demonstrate effective leadership and performance management to pro-actively oversee any real time system or technical issues. You will develop and coach team members to improve performance and delivery of service.Working 24 hours per week, the shifts patterns are 8am to 8pm on weekends with the requirement to also work on Bank Holidays. Whilst this is a home-based role, the successful candidate will be expected to travel to either our Worcester or Birmingham Business Park office once a month. During the training period travel to the office will be required approximately twice a week.What we are looking for from you:Experience in a Customer Service role, based within a contact centre environment.Experience within a Team Leader or Senior Customer service role would be preferred but not essential.Passionate about delivering excellent customer service taking pride in delivering high quality services and seeks to develop personal skills.Excellent communication skills are key to being successful in this role, with the ability to interact with people of all ages and backgrounds. You will use your empathy and people skills to be able to diffuse difficult conversations.The ability to problem solve and find solutions to problems will be key for Team Leaders. You will be someone who takes ownership of tasks.The ability to work in a performance driven environment.Some of our great benefits include??? 28 days annual leave (pro rata) with?the opportunity to buy and sell leave? Family friendly policies???? Medicash health plan membership for all employees which includes access to an employee assistance?programme, discounted gym membership and exclusive discounts?????? Non- contributory Health & Wellbeing plans with cashback for dental, optical, physio and complementary therapies????? Reward & Recognition scheme with retailer discounts and cash back? Pension Salary Sacrifice contribution scheme with employer contributions of up to 12% (inclusive of life assurance and dependent on employee contributions)?????? Supportive working environment with great learning and development opportunities?? If this sounds like the role for you and you want to find out more, please contact?.
We do not require recruitment agency support at this time - all speculative CV's will be treated as a direct application.