Team Leader

6 months ago

Chorley, United Kingdom The Best Connection Employment Group Full time

The Best Connection are looking for a CUSTOMER SERVICE TEAM LEADER for a client in Buckshaw Village, Chorley.

This position is 6 months maternity cover. This may extend to a permanent role with how business demands are increasing.

Purpose:
To manage team activity ensuring client coverage of tasks and shifts. To be the first point of escalation regarding more complicated customer service issues.

**Main Duties & responsibilities**:

- Monitor and investigate all CRM complaint data weekly to support CI projects for clients and internal processes.
- Monitor and support STL with team absence and sickness
- Ability to collate and present client data.
- Carry out 1-2-1 and updating of training matrix
- First point of customer escalation and empowered to resolve.
- All duties undertaken by Customer Service Advisor if required to enable understanding.
- Make commercial decisions regarding couriers, discretionary credits (within agreed guidelines) etc.
- To monitor and adjust rota of front-line Customer Service Advisors to deal with required departmental cover
- Run reports, produce data and graphs as required. To monitor and address order pipeline / returns pipeline issues
- Prepare and issue bulletins to agreed client formats
- To act as departmental trainer for newly appointed staff undertaking permanent and temporary customer service advisor role
- Manage key direct dealing customer’s accounts in terms of ensuring orders are placed and managed to meet customer requirements.
- Dealing with other workers (complaints, queries etc)
- Performance management of employees
- Managing and closing out difficult escalations
- Strong leadership qualities
- Case quality and monitoring tools to support staff development

**Knowledge, Skills, Qualifications and Experience**:

- English and Maths (GCSE A - C or equivalent)
- Detailed knowledge of in-house processes, policies and procedures
- Minimum of two years customer service experience
- Customer handling
- Team Leadership
- ERP
- Microsoft Office
- Use of CRM
- Generating report
- Continuous Improvement projects experience
- Evidence of working with multiple departments to drive change
- Ability to analyse data
- At least 2 years experience with CS role

**Benefits & Requirements**:

- Hourly rate as above (not age dependent)
- 28 days Paid Annual Leave pro-rata for PAYE (inclusive of statutory holiday)
- Canteen
- Ongoing Assignment
- Possible permanent position following a successful trial period
- Training Provided

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