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Customer Services Team Leader
3 months ago
JOB TITLE: Customer Services Team LeaderJOB LOCATION: PeterboroughJOB TYPE: PermanentJOB SALARY: c£30000JOB BENEFITS: 25 days holds + bank holidays, volunteering days, pension, healthcare, life assuranceJOB HOURS: 37.5 per week Mon-Friday: rotating shifts 8-4, 9-5 or 12-8JOB NOTES: 100% office basedYour new companyOur client is a financial services provider who has been in business for almost 50 years and has over 2million customers. They have won awards for their product offering and recently scored 93% for customer satisfaction in a recent survey. They also partner with several charities who share their values and principles. Their brilliant Head of Sales & Service has been developing the leadership of the operation and this has resulted in someone moving up and on and so that's why we're helping them recruit a team leader.Your new roleYour job will be to support, train and develop a team of about 20 agents to make sure they are achieving SLAs, KPIs and spotting opportunities to provide additional services (which are passed on to another team for conversion). The team includes part-timers, administrators and some who work a hybrid working pattern, although your job is based in their gorgeous, modern offices 5 days per week. There are some large and high profile projects in the pipeline for the team, and you'll get the opportunity to input into, and work on, these projects too.Your working hours will be 37.5 per week on a rotating shift pattern 8-4, 9-5 and 12-8, Monday to Friday, so NO WEEKENDSWhat you'll need to succeedWe're looking for someone who has managed a team in a customer service centre in the past and, in particular, we're keen to hear about the improvements you have made, both to service and in your team's development & performance, so don't be shy - tell us your people's development stories Strategic leadership is the order of the day in this role, so tracking, reporting and improving performance are key parts of the job. What you'll get in returnYou will get a strong salary and a good benefits package for our local area. You'll work in lovely offices that are on a bus route if you don't drive and have a large car park (so you'll always get a space) if you do. You'll get to work with amazing people - your team are experienced and capable but need your motivation and care to shake things up and take them from good to great, and you'll work with an amazing boss who is fun, passionate, driven and looking for someone ambitious enough to be part of their own succession plans. What you need to do nowIf you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
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