Customer Service Team leader

We are now recruiting for a Customer Service Team Leader to join our Enquiry Centre team based in Stafford This is hybrid full-time role working 37.5 hrs per week Monday to Friday between 8.00 am and 8.00 pm with some Saturday between 9am and 5pm. You will be expected to be in the office during training periods plus every Thursday. This is a non-sales environment taking inbound service calls.As part of this role you will be required to travel Monthly to Belfast to meet with our wider Team and other Team Leaders. Salary: 30198Job title:Customer Service Team leaderJob Description:What youll be doing:Coaching and developing a team of approximately 15 customer serviceadvisers to deliver excellent customer serviceWorking with team members to meet customer needs in a responsive and efficient manner managing escalated problems and performing root cause analysis of any trends identified to improve the customer experience.Drives employee engagementEnsures all KPIs are metHiring training assigning directing and evaluating staff.What were looking for:Contact centre experience either as a senior customer service adviser or team leader / Deputy/ or manager. We will consider applications from senior Customer Service advisors who can demonstrate some of the key competencies listed below:Demonstrated experience of providing feedback on the quality of work across a team performing 121s training and coaching in support where required.Ability to carefully monitor & manage KPIs and productivity and quality outputs/contractual SLAs and volume of callsAbility to read and interpret MI data based on telephony and CRM data using excel data base and online systems to prepare reports for the senior manager.Process improvement and change management experienceAbout HAASThe Health Assessment Advisory Service (HAAS) arranges and carries out assessments for the Department for Work and Pensions (DWP) and the Department for Communities (DfC). The purpose of the assessment is to understand how an illness or disability affects a persons daily life. After the assessment the DWP/DfC makes the decision as to whether the individual will receive any benefits. The Health Assessment Advisory Service is delivered on behalf of the DWP & DfC by CapitaWhats in it for you30198 Annual salary25 days holiday (rising to 27) with the opportunity to buy extra leaveThe opportunity to take a paid day out of the office volunteering for our charity partners or a cause of your choiceAuto-enrolment to our company pension life assurance a cycle2work scheme 15 weeks fully paid maternity adoption and shared parental leave paternity pay of two weeksand plenty moreVoluntary benefits designed to suit your lifestyle from discounts on retail and socialising to health & wellbeing travel and technologyAccess to our Employee Network Groups which represent every strand of diversity and allow colleagues to connect and learn from each other on an open inclusive platformReiterate flexible or remote working options if available or highlight if business is open to discussingAccess to the Headspace app for you and up to 5 family or friends.Unlock Your Potential with CapitaAt Capita your career can take you wherever your ambition leads. Youll become part of a diverse network of talented forward-thinking professionals working across a wide range of disciplines and sectors. Were committed to your growth offering exciting opportunities to expand your skills explore new paths and advance your career.Join us and discover a career with purpose. #CareersWithPurpose Customer first always Fearless innovation Achieve together Everyone is valuedWhat we hope youll do next:Choose Apply now to fill out our short application so that we can find out more about you.Equal OpportunitiesAt Capita were committed to providing an inclusive barrier-free recruitment process and working environment for everyone. We want everyone to have the best chance of succeeding as they move through their application and start their career with us. We are an equal opportunity and Disability Confident employer; we want to hear from you if youd like to discuss any adjustments you might need during your recruitment process. Please email or calland well get back to you to discuss.As part of our commitment to building an inclusive and diverse workforce we would particularly welcome applications from people who are from Black Asian and other ethnic minority backgrounds.For more information about equal opportunities and the types of adjustments we can offer please visit the Capita Careers website.If you have a question that does not relate to adjustments during your recruitment process please email our Talent Acquisition team - Location:StaffordUnited KingdomTime Type:Full timeContract Type:Permanent Key Skills Cement Plant,Account Payable,Bidding,Electrical Engineering,Kpo,Architecture Employment Type : Full-Time Experience: years Vacancy: 1