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Customer Service Team Leader
3 months ago
Customer Service Supervisor (Contact Centre)
Salary:
£27,000 rising to £29,000
Location:
Farnborough
Hours of work:
Sunday-Thursday 2pm to 10pm. Fridays and Saturdays off.
Our client is a London and New York-based fintech company that pioneered the youth fintech and financial education category.
We are on a mission to make every kid smart with money and to delight our community of 2 million parents, kids, and teens with innovative,market-leading tools to help parents raise financially healthy kids.
We're looking for someone tech-savvy, personable and forward-thinking.Experience of leading & managing a team in a customer service (ideally contact centre) environment is a must. If this sounds like you, we'd love to hear from you
About the role
- Ensuring the customer service team is providing the best possible level of customer service
- Assigning work effectively throughout the day to deal with the workload to meet the
- Resolving customer escalations from the customer service team including effective management and capture of member complaints
- Monitor timekeeping and task adherence across the team, providing immediate
- Conducting a concise handover at the end of each shift to the incoming supervisor/team
- Supporting the onboarding of new team members with training and advice on best practice and query solutions
- Effectively communicating any issues to the relevant internal department as appropriate
- Working collaboratively with the Team Coaches to support the onboarding of new team members
- Supporting management team to maintain a happy and motivated team
What we're looking for
- Proven experience of supervising a team, preferably (but not necessarily) in a contact centre
- An effective communicator who uses diplomacy and sensitivity when needed
- A problem solver who can assess a situation and identify possible solutions
- A confident and approachable people person
- Someone who cares and is passionate about what they are doing every day
- An ability to be super organised, set priorities but be able to flex these when needed
- Someone who can keep calm in a crisis
- Confident use of computer software to prepare reports and documents
Employee Perks & Benefits
- Competitive salary
- Free tea, coffee and fruit
- Workplace pension scheme
- 30 days of holiday (including all but 3 public hols).
- Flexible public holidays
- Your birthday day off
- Familyfriendly leave policies
- Death in service
- Enhanced maternity leave
- Paternity leave
- Westfield Cash Health Plan* (for you and your children)
- Westfield surgery plan after 3 years' service
- Westfield Rewards (receive discounts at over 600 retailers)
Mental health platform
- Open up
- Calm the No.1 app for sleep and meditation
- 5 days annual leave carry over
- Cycle to work scheme
