Customer Care Team Leader

6 months ago

Newcastle upon Tyne, United Kingdom Greggs Full time

About the role
- This is a full-time role (35 hours per week) working 5 out of 7 days between 7am and 9pm Mon - Fri and 8am - 5pm Sat and Sun, working 1 in 4 weekends
- The base location for this role is Greggs House, Quorum Business Park

What you'll do
As Customer Care Team Leader you’ll:

- Lead, motivate, and mentor a team of advisors to achieve individual and team targets.
- Monitor and assess team performance and development through regular feedback and coaching,
- Handle escalated customer inquiries and complaints, ensuring excellent customer resolution that are in line with brand values.
- Conduct regular training sessions and team meetings to keep the team updated on business activity and best practices.
- Drive high team engagement
- Support with work-force planning, recruitment and training as required

About you
You will fit right into this role if you can demonstrate:

- You are a strong team player, able to build good working relationships at all levels
- A proven ability to provide excellence in customer service
- High levels of accuracy and attention to detail
- Experience of, and the ability to multi-task and work with multiple priorities calmly and at pace
- Strong skills in planning, prioritising, and organising
- Excellent written and verbal communication skills
- Strong administrative and organisational skills
- Multi-tasking and working with multiple priorities at pace, delivering results within tight timescales
- IT skills including Microsoft 365; SharePoint, Word, Excel, Outlook, PowerPoint, and Teams
- Strong numerical and analytical skills
- You are self-motivated with the ability to work under pressure and using own initiative
- Enjoy being part of a hard-working team, sharing the same end goal, and celebrating results together
- Are supportive of an inclusive culture - recognising and valuing that difference is good
- Want to develop and are ready to work alongside some great people and have lots of fun on your Greggs journey

About Greggs
Here at Greggs, we love what we do, and we have fun What makes Greggs so special is our culture - the way we are, the way we behave and the way we support each other. We're hard-working, but above all else we're family; and it doesn't matter who you are, where you're from or what your favourite bake is, we’d love you to join us We want everyone to feel welcome at Greggs and our colleagues to be able to be themselves at work, whatever their background, preferences, or views.

Vacancy Information
We have a fantastic opportunity to join the Customer Care team at Greggs.

We can offer you:

- Competitive pay
- 21 days (4.2 weeks) annual leave, pro-rated, increasing with service, plus bank holidays and 1 additional floating day
- Colleague discount, up to 50% off our own-produced products
- Paid breaks
- Free hot drinks while on a shift break
- Profit share: We want everyone to share in the success of the business, so we distribute 10% of our profits to all our employees who have at least 6-month service, or more, each year
- Share save schemes that let you buy discounted Greggs shares, by saving a set amount of money over a fixed time, to have an even bigger share of our profits
- Career progression and learning and development
- Employee Assistance Programme; A free, confidential helpline, offering advice and support with financial, relationship, work-related and wellbeing issues, 24 hours a day, 365 days a year. Including a mobile app providing a range of wellness content on physical, mental, social, and financial wellbeing
- Perks and savings, such as digital gift card discounts, online cashback, in-store and online coupons and lifestyle offers
- A company who cares about our communities; the environment and being a better business Click here to read about The Greggs Pledge
- Colleague Networks - internal groups where colleagues and their allies can share their own experiences, offer feedback on the way we do things at Greggs, and provide support to one another

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