Customer Service Team Leader

A fantastic opportunity has arisen in Peterborough with one of Adecco's long-standing clients. Based in the town centre, in a modern and welcoming office, our client - a growing utilities company - are looking for a customer service team leader to join their team. This role is perfect for someone with call centre team leader/managerial experience who would like to join a medium-sized company that focus on excellence of service to their clients and customers.

The Customer Service Team Leader will be responsible for providing world-class customer service and supervising the activities of the team of CSA's.

Key responsibilities:

• Completing manager call-backs within the required timeframe.
• Escalating system issues and supporting in development of new functions.
• Full responsibility of resident complaints ensuring complaints are answered within timeframes.
• Acting as an escalation point for complaints and enquiries from Customers/Clients.
• Making suggestions for continuous process improvement.
• Ensure compliance with Data Protection Procedures at all times.
• Supervising, managing and motivating the CSA team on a daily basis.
• Responsible for managing all performance, conduct or absence management concerns within the CSA Team, following the correct company policies procedures and maintaining confidentiality.
• Provide initial and ongoing system and process training and coaching to ensure that all CSA's are kept up to date with new processes and/or system improvements.
• Managing the team rota, ensuring that the Customer Service function is adequately resourced during working hours.
• Leading recruitment campaigns within the CS Team, including screening candidate applications and interviewing candidates.

Candidate must be ok working on a 4 on 4 off basis and hours of 6am-6pm and 11am-11pm

This role is suitable for a team leader with the ability to plan and organise the workload of the customer service team, and a problem-solving mindset. Previous team leader experience within a call centre is required, along with a good understanding of internal systems from which to draw necessary data to conduct CSA performance reviews.

In return for the above responsibilities, you will be offered the below benefits:

• Competitive salary - salary between £30,000 and £34,000, depending on experience
• 25 days annual leave + the English Bank/Public Holidays
• Ability to purchase extra holiday (up to ten days per calendar year)
• Employee online Wellbeing Centre + free Employee Assistance Programme
• Employee discount & deals scheme on a range of products & services
• Vibrant company to work for, great culture
• Relaxed dress code
• Fabulous office environment, fresh, modern with onsite café
• Newly refurbished free access to gym and bootcamp classes at Stuart House
• Our corporate social responsibility program allows up to 2 days of paid time off per year for volunteering purposes.
• Regular Social Events including Summer Party in London and Christmas Party in Peterborough

Interviews are currently taking place so if you are interested in the job or know anyone who might be and would like more information on the role and business, please contact Adecco Peterborough asap.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.