Customer Service Team Leader

4 weeks ago


BarrowInFurness, United Kingdom Liberata Full time

**Job Title: Customer Service Team Leader**

**Vacancy reference number: LIB 981441**

**Salary: £26,994- £33,425**

**Location: Barrow**

**Contract type: Full Time / Permanent**

**The Vacancy**:
**Customer Service Team Leader**

**Key tasks and responsibilities**:
**Key Deliverables**:

- Ensure individual performance targets are met
- Ensure individual quality targets are met
- Where process instructs, ensure customer queries are dealt with to completion while mínimalizing the need to pass the query to another party, and also mínimalizing the need for the customer to make further contact
- Maintain a high quality of work, in accordance with departmental and service agreements including client procedural and financial standards
- Observe confidentiality and data security of document handling.
- Adherence to all company policies and procedures applicable to this role. This includes but is not limited to HR, Health and Safety, Finance, IT, GDPR, Information Governance, Business Continuity, Marketing & Branding.

**Key Tasks**:

- Coach and support your team deliver to meet contractual targets and monitor individual performance
- Equip your team to deliver in line with operational (procedural) standards.
- Ensure team members are managed within Liberata policy and procedures.
- Ensures team members are kept up to date with latest company\service news and policy.
- Support line manager with/at meetings.
- Supports service line initiatives and strategy.
- Liaise with internal\external bodies, ensuring the promotion of service.
- Responsible for personnel data in compliance with the data handling policy.
- Drive Engagement and Positive communication with team members
- Give positive feedback and reward your team
- Develop your team to not only be the best in their role, but to be ready for any future development opportunities.

**Essential Skills and Attributes**:

- Experience of working in a Customer Services environment
- Experience of dealing with challenging situations and difficult customers
- Ability to manage teams within a performance and quality framework
- Able to build excellent working relationships with all stakeholders
- Ability to identify risks which will impact service delivery and plan accordingly
- Providing solutions to problems and demonstrate a ‘can do’ attitude
- Knowledge and use of Microsoft Word; Excel and PowerPoint
- Strong verbal and written communication skills with all stakeholders
- Good organisational and time management skills
- A motivator of staff to help them achieve their targets
- Education to GCSE level or equivalent

**The Company**:
Liberata is a leading business service provider to public and private sector organisations throughout the UK. We pride ourselves in revolutionising our clients operations using our expertise and innovative solutions across a wide range of services, including Revenues & Benefits, Finance and Accounting, HR & Payroll and Customer Services. Our aim is to work in partnership with our clients to assist them in becoming more efficient; leveraging our best in class business process outsourcing and operational transformation expertise.

Liberata is committed to creating opportunities for its employees, its clients and its shareholders. Our passion for process and an intense client focus ensures that we deliver an award winning service and our entire workforce are encouraged to demonstrate our company values **Accessible - Curious - Expert (ACE)**

Liberata aims to give each employee the opportunity to make a real difference; be involved in shaping the growth of the business and encourage you to try new things If you are hardworking, enthusiastic and seeking a challenge we are the organisation for you.

**Our Staff Benefits**:

- free eye tests,
- 25 days annual leave (Fulltime) + up to 8 days Bank Holidays
- Organised company events
- A casual dress code
- Wellness programme
- Staff Referral Programme.
- Access to staff discounts with retailers such as Argos, Currys, M&S, B&Q, Debenhams.
- Liberata will also automatically enrol you into our contribution matching pension scheme.

The closing date for this vacancy is**:26th March 2024**
- Liberata is committed to encouraging equality, diversity and inclusion whilst promoting talent; not just in our recruitment practices, but ensuring that all individuals have the opportunity to reach their potential_.

**Job Types**: Full-time, Permanent

**Salary**: £26,994.00-£33,425.00 per year

**Benefits**:

- Company pension
- Employee discount
- Health & wellbeing programme
- Referral programme
- Sick pay

Schedule:

- Monday to Friday

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- Customer Service: 1 year (required)
- Microsoft Word; Excel and PowerPoint: 1 year (required)

Work authorisation:

- United Kingdom (required)

Work Location: In person

Application deadline: 26/03/2024
Reference ID: LIB 981441



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