Customer Services Team Leader

Posted 11 October by Evander Group

Job Title - Customer Services Team Leader

Location: Chadderton

Hours: 40 hours per week

Salary: Upto £24,500 dependent upon experience

We are currently looking for a Customer Service Team Leader who will be required to lead, manage and motivate a team of Customer Service Executives based in our Head Office in Chadderton.

At VPS Property Solutions, we are specialists in delivering a broad range of temporary and emergency services to protect properties and assets. This is an exciting opportunity to join us during a time of change and growth.

Key Skills Responsibilities:

  • Lead a team of Customer Service Executives
  • Monitor and act on available executives, call volumes and service levels on a day to day basis for inbound and outbound workflows
  • Ensure all activity is in line with current compliance / regulatory guidelines and service levels
  • Monitor employee productivity on a daily basis
  • Analyse data and produce reports using MS Excel
  • First line contact for customer service team members
  • Oversee and mentor the training of new starters and for the rest of the team
  • Call listening and investigation, as and when required
  • Act as first point of escalation for customer service and administration complaints received by team members and support the team in answering ad-hoc customer enquiries.
  • Investigate customer complaints and serious incidents, identifying root cause
  • Log, acknowledge and escalate complaints to the Customer Service Manager
  • Ensure effective communication between team members
  • Work with Senior Coach and Senior Customer Service Executives to coaching of team members
  • Conduct regular 1-2-1’s, annual appraisals and handle disciplinary issues to facilitate and improve team performance

Skills/experience needed:

  • Experience of working in a customer contact centre
  • Experience of leading, coaching and mentoring a small team
  • Excellent organisational skills with the ability to prioritise and good multi-tasking skills.
  • Ability to produce MI reports
  • Able to work under pressure and to tight deadlines.
  • Excellent communication skills are essential both verbal and written. Able to communicate at all levels both face to face, over the telephone and via email.
  • Excellent knowledge of Excel, Word, Outlook and Microsoft packages.
  • Strong interpersonal skills and the ability to manage a fluctuating workload.
  • Good problem solving skills and able to use your own initiative.
  • Excellent customer service skills- Customer focused & strong on senior customer relationship handling.

Why VPS?

  • Fast growing business with excellent opportunities for career progression and development.
  • Company pension scheme
  • Annual leave 25 days and 8 bank holidays (Pro-rata)
  • Employee benefits, such as Health Care Cash Plan.
  • Free Medical and Legal helpline.

Required skills

  • Call Centre
  • Coaching
  • Communication Skills
  • Customer Complaints
  • Team Management

Reference: 33530017

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