Customer Service Team Leader

1 month ago

Cardiff, Cardiff, United Kingdom The Portfolio Group Full time

Are you an Experienced Customer Service Team Leader looking for a new challenge?

Do you always put the customer first while creating a happy, supportive environment for your team?

If you have at least 1 year customer service team management experience, preferably within a software company, please apply today and we'll be in touch

We are looking for an experienced Customer Service team Leader to manage a team of 10 Account managers. Working with the Onboarding team you will be responsible for all coaching, QA, KPI's as well as HR issues. We are looking for someone who is very hands on and visible, who doesn't mind getting stuck in when needed and help with escalations, demo's of the software / platform and supporting their team

Role Description

Support the BrightHR Activation and Engagement Specialist team, encouraging best practice and Service Level Adherence (SLA). Meet and exceed all personal KPIs and drive the Support team to deliver against their own objectives. Contribute to team activities, leading by example and encouraging colleagues to follow suit. Be available to assist in resolving complex technical queries and complaints and assist the Onboarding Manager in identifying career progression and training opportunities.

Main Responsibilities

  • Deliver a "best in class" service to all new and existing clients, producing work to an excellent quality and ensuring 100% task completion.
  • Provide daily and weekly MI on team performance KPI and SLA adherence to team and senior stakeholders.
  • Provide feedback to the team on both positive and negative service issues, giving praise to individuals where due.
  • Conduct at least 4 weekly call quality assessments and provide timely feedback and coaching to team.
  • Lead the Engagement Team to achieve minimum 50% onboarded clients within 30 days from registration.
  • Develop and guide the Activation Team to deliver minimum 80% activated clients.
  • Contribute to 5-star online reviews and positive feedback and always provide an excellent customer service.
  • Identify individual training needs/performance issues and assist the Head of Onboarding & Engagement Manager in implementing career development plans/performance management plans where necessary.
  • Be available to resolve complex complaints within contractual SLA and adherence/behaviours are always met.
  • Ensure processes are followed and provide suggestions for improvement where processes are failing.
  • Conduct BrightHR demos to prospect clients ensuring feedback is provided to the Business Development Managers.
  • Delegate tasks to individuals to ensure that the team is operating efficiently and to maximum capacity.
  • Conduct all internal and external training sessions where required across the Peninsula Group.

The above is not an exhaustive list of responsibilities and the successful candidate will be expected to carry out duties, outside of their usual role. These duties may include out of hours/ weekend working to suit the needs of the business. The successful candidate should possess the following skills and experience:

  • Excellent customer service skills
  • Strong leadership skills
  • The ability to present information confidently and accurately
  • Minimum 1 years team management experience

Benefits

  • 25 days' holiday, plus bank holidays.
  • Day off on your birthday.
  • Perkbox discounts.
  • Holidays increase after 2 and 5 years' service.
  • Pension Plan and Life Insurance.
  • Access to Employee Assistance Programme.
  • Profit Share Scheme - Annual Bonus
  • Free on site Gym
  • Subsidised parking
  • Free breakfast on Mondays plus social events

INDMANJ

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