Customer Service Team Leader

7 months ago

Wolverhampton, United Kingdom Marston's PLC Full time

**Overview**:
We have an exciting opportunity for an experienced Team Leader to join our Customer Services team. This role reports directly in to the Customer Service Team Manager.

As Customer Service Team Leader, you will be responsible for the day to day line management of a team of Customer Service Representatives to achieve their strategic objectives of providing the best customer service to our Guests and Pub Operators. The role involves team motivation, role modelling expected behaviours, being the point of escalation as well as being the contact point for team members, with the ability to act proactively and ensure smooth team operations whilst delivering on key metrics.

Ultimately, we want you to bring the best version of yourself to lead by setting a great example and engage the team to achieve goals whilst living and breathing Marston’s values.

**Responsibilities**:

- Create an inspiring team environment with an open communication culture.
- Set clear goals through coaching and 121 meetings.
- Support the Customer Service Manager with the day-to-day operation of the Customer Service Centre
- Monitor team performance and report on metrics.
- Motivate team members by leading through example
- Provide training and feedback for the team
- Listen to team members’ feedback and resolve any issues or conflicts.
- Recognise high performance and reward accomplishments.
- Ensuring team goals are met and customers are satisfied
- Enforcing company policies and procedures
- Conduct performance reviews and evaluations
- Handling difficult calls or issues that cannot be resolved by the team

**Skills, Knowledge & Expertise**:

- Proven work experience in a similar role
- Demonstratable experience in leading a medium sized team
- Positive and pro-active approach in a high volume environment
- Knowledge of SAP would be advantageous but is not essential
- In-depth knowledge of performance metrics
- Strong PC skills, especially MS Excel
- Experience in people management
- Excellent communication and leadership skills
- Organisational and time-management skills
- Decision-making skills

**Working Hours**
**We operate 7 days a week, on a rotational basis, including Bank Holidays.

Hybrid working, with working from home options are available, with a minimum of 3 days on site at our Wolverhampton Head Office

**What You Get In Return**:

- 25 days annual leave with the ability to buy and sell up to 5 days holiday
- 20% off in Marston’s pubs and accommodation through our Privilege Card
- Marston’s Rewards Programme (discounts on many high street and online major retailers)
- Enhanced Maternity & Paternity Leave _(Subject to 26 weeks service at 15 weeks prior to EWC)_
- Share Save Incentive Scheme
- Company Contributory Pension Scheme (matching contribution up to 7%)
- Life Assurance (via membership of the Group Pension Plan)
- Group Income Protection (via membership of the Group Pension Plan)
- Employee Assistance programme:

- Which includes various wellbeing support services, such as a completely confidential 24/7 telephone helplines and access to online services
- Provision of up to 6 counselling sessions will be offered, as part of our wellbeing support services
- Apprenticeship Programme - we offer training & development at any stage of your career
- Long service Recognition
- Bonus Scheme
- A fun, inclusive working environment

**Company Overview**:
At Marston’s we’re on a journey to create pubs to be proud of through being guest obsessed, continually raising the bar and driving growth across the business. It’s an incredibly exciting time to be joining us, and we’re looking for people who can inspire others through their passion for guest experience and driving performance.

As a dedicated pub business, we have clear and bold aspirations for the future. Working together we aim to create more happy, memorable, moments that truly matter for our guests and people every day.

We’ve been running pubs and brewing beer in one form or another for nearly 200 years. Now we’ve got c1,500 pubs, and around 12,000 teammates working in our pubs, bars, lodges and offices across the UK, who all share our passion and now we’re looking for more like-minded people to join our family

Our commitment to our colleagues is underpinned by a very clear set of values and behaviours, which are at the heart of everything we do. It’s these that makes working here the very special place that - Marston’s is known to be.

**We are Guest Obsessed**:

- we put our guests first always, aiming to delight them when they’re in our pubs.

**We Raise the Bar**:

- we’re committed to each other, the business and being the best version of ourselves.

**We will Grow**:

- we question ourselves and each other, to ensure we’re always being the best we can possibly be.
- At Marston’s we are committed to creating an inclusive environment for all. We know people are happiest when they can be themselves at work. We accept peo

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