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Customer Services Team Leader

3 months ago

Burnley, Lancashire, United Kingdom Liberata Full time

New opportunities for a fulfilling career

If you have the skills to lead, develop, and motivate a high-performing team, this role is tailored for you

Looking for a balanced work life? You're in luck, as we only operate Mondays to Fridays from 8:30 to 5:30 and do not work on Bank Holidays

Your role in a nutshell:

The position involves overseeing a team of staff comprising both homeworkers and office-based employees at our Burnley site.

Liberata is a company recognized for its excellence in outsourcing, requiring your support in collaborating with clients to ensure top-notch customer care and meeting contractual obligations.

Join forces with a dedicated support team, focused on taking care of our colleagues and customers

Experience the daily satisfaction of leading a team that provides exceptional care to customers, including those who are highly vulnerable. This is not your typical customer service role as we operate as a care center rather than a call center

Occasional travel to other Liberata sites may be necessary.

What we are looking for:

  • Proven background in a Customer Services environment
  • Experience in handling challenging situations and difficult customers
  • Ability to lead teams within a performance and quality framework
  • Skill in building strong relationships with stakeholders
  • Capability to identify and mitigate risks affecting service delivery
  • Solving problems with a positive 'can do' approach
  • Proficiency in Microsoft Word, Excel, and PowerPoint
  • Excellent verbal and written communication skills with stakeholders
  • Strong organizational and time management skills
  • A motivator who can help staff achieve their targets
  • Education to GCSE level or equivalent

Key Responsibilities:

  • Meet individual performance targets
  • Ensure individual quality targets are achieved
  • Handle customer queries efficiently to minimize escalations
  • Maintain high-quality work in line with standards and agreements
  • Uphold confidentiality and data security
  • Adhere to all relevant company policies and procedures

Key Tasks:

  • Coach and support team members to meet targets
  • Ensure team adherence to operational standards
  • Keep team informed of company news and policies
  • Support line manager in meetings
  • Contribute to service line initiatives and strategy
  • Liaise with internal and external parties for service promotion
  • Maintain personnel data as per policy
  • Foster engagement and positive communication within the team
  • Provide feedback and recognize team efforts
  • Develop team members for current and future roles

What the role offers:

Join an award-winning business at a transformative phase as we enhance and evolve our services

Employee Benefits:

  • Monday to Friday schedule
  • No work on Bank Holidays
  • Work hours limited to 8:30 – 5:30
  • Hybrid work model – on rotational basis
  • Complimentary eye tests
  • Opportunities for development and qualifications – fostering colleague growth is a priority
  • Discounted parking for staff
  • 25 days annual leave (Fulltime) + up to 8 days for Bank Holidays
  • Company events and wellness programs
  • Staff Referral Programme
  • Access to retail discounts with selected brands
  • Enrollment in a pension scheme with contribution matching by Liberata