Customer Services Team Leader

7 months ago


Newcastle upon Tyne, United Kingdom Gas Direct Ltd Full time

Customer Services Team Leader

**Salary**: £28,000 to £30,000

Location: Office-based, Westerhope, Newcastle

Working hours: 37.5 hours per week between the hours of 8am and 5pm, Monday to Friday

Permanent position

Are you passionate about delivering an excellent customer experience?

We are looking for a Team Leader to lead and manage the Customer Services team to meet and exceed goals whilst delivering exceptional customer service. You will provide them with clear targets and structured support and will assist the team in resolving complex or escalated queries and complaints.
- monitoring orders that have not been delivered
- acting on failed deliveries, monitoring hold stock and managing repeat orders

What you will be doing:

- Leading the Customer Services team to deliver an excellent customer experience by driving a customer focused culture and a “right first-time” approach
- Act as a model for the team by exemplifying all team competencies, skills, practices and behaviours
- Day-to-day management of all individuals within the team, including daily task allocation
- People development through monitoring, coaching, mentoring and performance management to ensure the team are meeting their targets
- Be a point of escalation for complex or escalated queries, communicating with key stakeholders as required to achieve a satisfactory resolution and ensure customer retention
- Improving quality of service by analysing and resolving customer service problems, investigating errors, identifying risks or trends and recommending improvements
- Identifying and implementing best practice opportunities
- Working with the Customer Service Manager to set targets and provide regular reporting on performance against these targets
- Assisting with recruitment, onboarding and training of new team members
- To operate safely within the work environment using Basic Safety Process Principles (BSP) to maintain safety standards and look for improvements.
- To carry out any other duties whenever reasonably instructed.

What you need to have:

- Prior experience leading a team in a customer facing role or customer contact centre
- Passion to deliver excellent customer service and achieve associated targets
- Excellent numeracy, verbal and written communication skills
- Experience of working within a target driven environment
- GCSE Mathematics & English (grade C and above)

What we would ideally like you to have:

- Experience in the use of SAP
- Experience working in a shipping/logistics/manufacturing environment
- Understanding of gas products and cylinders

What we offer:

- Free onsite parking
- 30 days annual leave (including bank holidays)
- Additional annual leave (length of service)
- Cycle to work Scheme
- Employer contribution pension
- Access to Employee Assistance Provider

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

**Salary**: £28,000.00-£30,000.00 per year

**Benefits**:

- Additional leave
- Company pension
- Cycle to work scheme
- Employee discount
- On-site parking

Schedule:

- Day shift
- Monday to Friday

Supplemental pay types:

- Loyalty bonus
- Yearly bonus

**Experience**:

- Customer service: 1 year (required)
- SAP: 1 year (preferred)
- Team Leading: 1 year (required)

Work Location: In person



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