Customer Service Team Leader
1 month ago
NOCN Group is seeking to recruit a Customer Service Team Leader to work on a permanent full-time basis as part of the Group Customer Service Team at our Sheffield office.
Please note that this vacancy is based in our Sheffield office.
Why NOCN Group?
NOCN Group is an educational charity whose core aims are to help learners reach their potential and organisations thrive. The group includes business units specialising in regulated UK and international qualifications, End Point Assessment, assured short courses, SMART job cards, assessment services, consultancy, and research.
A career at NOCN Group offers you the chance to be part of a fast-growing, international educational non-for-profit. Plus, there’s lots of other great benefits which can be viewed on our website at:
NOCN Group has been named amongst the Best Medium-sized Organisations in the UK as one of Sunday Times’ Best Places to Work 2024 list.
Purpose and Objectives:-
- Manage the Awarding Organisation’s Customer Service team.
- To guide and mentor the team, managing day-to-day operations, and implementing strategies to improve customer satisfaction and team performance.
- To support growth within the organisation, support projects and process re-engineering whilst at the same time leading a team to deliver customer service excellence.
Duties and Responsibilities:-
- Manage the team to deliver first contact resolution and customer service excellence across the Group’s Customer Service team.
- Ensure the team understand and meet internal service standards, objectives and KPI’s.
- Monitor and proactively enhance the system procedures, work instructions and guidance to support the delivery of excellent service across all products.
- Maintain an overview of Group products including Registration and Certification, as well as delivering against Service Level Agreements for these.
- Ensure the Group can provide continual customer service support by managing staff resources, including phone cover throughout the working day, and coordinating the processing and storing of learner data and applications effectively.
- Be knowledgeable or prepared to gain knowledge in all aspects of the education industry. Look for ways to improve upon current working practices and implement changes. Understanding all work types and processes in detail to remove single point dependencies and to encourage multi skilled staff.
- Handle escalated customer complaints in an understanding and empathetic manner across all media and in the absence of the Senior Team Leader. Understand the complaints process and contribute to investigations into suspected malpractice where necessary.
- Develop, coach, lead and inspire the team through leading by example, conducting feedback, coaching, monthly 121s and performance reviews as well as monitoring/assessing progress against objectives and competencies.
- Ensure the team are compliant with all relevant policies and procedures and that all issues raised by customers are dealt with professionally, quickly and to their satisfaction, embedding first contact resolution through continuous coaching and improvement.
- Proactively participate in any relevant meetings across the Group with positivity whilst ensuring actions are carried out in a timely manner. Conduct relevant timely meetings with team and colleagues with actions and minutes.
- Ensure the team are well directed with clear guidelines to their own role responsibilities and provide full support in achieving their objectives in terms of communication and training.
- Manage absence, lateness, and any required disciplinary actions according to the HR policies and procedures.
- Undertake any other duties as appropriate for the post as requested by the Senior Team Leader, Group Head of Awarding Operations, Director of Awarding Organisation, Senior Leadership Team and Board of Trustees.
The idea successful candidate will meet the following essential criteria:-
- Educated to Level 3 or equivalent or a customer service related qualification.
- Experience of working with diverse customers and stakeholders. Excellent stake holder management skills across all levels and areas of the business.
- Experience of leading Teams in a Customer Service Environment.
- Knowledge of Microsoft office.
- Excellent communication skills.
- Precise and exact attention to detail.
- Excellent leadership skills.
- Commitment to the highest standards of quality in work.
- Ability to effectively lead and manage change.
- Team working.
As a proud member of both Disability Confident and Inclusive Employers standard, we celebrate and recognise the benefits of equity, diversity, inclusion and belonging. As such, we welcome and encourage applicants from all backgrounds, and should you require any reasonable adjustments at any stage of the recruitment process, please let us know and we will do our best to accommodate.
Application details:-
If this sounds like the job for you, please send your completed Equal Opportunities Monitoring Form, CV and a covering letter, explaining why you are the best fit for the role, to: recruitment@nocn.org.uk
Please specify the role that you are applying for in the subject header of the email.
The full Job Description/Person Specification and Equal Opportunities Monitoring Form can be downloaded from our website at:-
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