Customer Service Team Leader

Are you an experienced contact centre or customer service team leader or manager looking for a new challenge? Do you want to experience a slightly different work life balance?
How does a 4.5 day week work for you? Based from the office in Cheadle Monday-Thursday you will work from home on a Friday with a 1pm finish time for the entire team!
This business gives back in so many ways to the local community not only through their day to day business operation but through their customer experience and beyond!
We are looking for a motivated and dedicated people manager who can support the team to meet their goals whilst developing them on a 121 basis using their coaching and mentoring skills.

What you will be doing in the role of Customer Service Team Leader?

• Managing coaching and developing a team of 6 customer service professional
• Ensuring the team meet KPIs and SLAs whilst delivering unrivalled customer service and experience
• Taking ownership of service performance and action to resolve problems first time, driving continuous improvement and creating an environment where colleagues thrive and deliver outstanding customer experience through a variety of channels across all tenures
• Perform call coaching for colleagues in order to provide first point resolution and development of the team
• Carry out audit checks across the team to ensure policies and procedures are being adhered to including the Allocations and Income Management policies
• Supporting with projects as required to ensure maximum efficiency and innovation for the team and residents
• Assist in the development of omnichannel solutions and monitor performance to ensure the delivery of a consistent high-quality service
• Lead, coach, develop and motivate colleagues using available management tools such as team meetings, check-in/121s & performance management processes to address any underperformance and development issues promptly
• Promote and manage the wellbeing and health & safety of colleagues
• Deliver a responsive service to our customers, providing an on call service on a rota basis, outside normal working hours.

What experience is required for the role of Customer Service Team Leader?

• Customer service or Contact centre management or team leader experience
• GCSE grade C in Math's or English or equivalent
• Experience of working within a fast paced environment in a similar role
• Have a passion for continuous improvement and developing yourself and others
• Like making decisions and love having accountability
• Enjoy using new technology and digital & data solutions
• Ability to give and receive constructive. feedback
• Excellent communicator at an operational level putting the customers at the heart of everything you do
• Ability to interpret, analyse and create reports giving advice and recommendations on technical and operational performance and data
• Natural ability to lead a team, using a coaching style
• Ability to manage change and unforeseen challenges
• Able to address concerns when team members are not able to or are not delivering in their role.

What you will LOVE about the role of Customer Service Team Leader?

• Annual salary GBP31418
• Enhanced holidays, 33 days pro-rata per annum (including statutory holidays) rising to 38 days after 5 years service
• 35 hour working week (full time)
• Enhanced 5% employer contribution defined contribution pension
• Life Insurance, 1 time annual salary (additional 3 times annual salary if in the pension scheme)
• Access to a health cash plan
• Hybrid agile working arrangements
• Annual celebration of People and Business success
• Recognition scheme, with both financial and non-financial rewards
• Opportunities to develop and grow skills and experience
• Employee Assistance Programme
• Colleague Benefits Platform
• Values driven working environment
• Ongoing Learning and Development
• Paid time off for volunteering

If this sounds like a role you will LOVE, please send your CV to us today!

We aim to respond to all successful applications within 2 days. If you haven't been contacted within 2 days your application has been unsuccessful. Please check our Website and apply directly for any other suitable positions you see. We apologise that we are unable to contact everyone in person and thank you for your interest.

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