Customer Support Team Leader

4 days ago


Haydock, United Kingdom Handepay Merchant Services Full time

**Location**: Haydock, Merseyside
**Contract**: Full time, Permanent
**Salary**: Competitive

**Benefits**: Competitive
**The Role**:
We are looking to recruit a passionate and driven Customer Support Team Leader, to lead our internal team based at Haydock. Working alongside the Senior Customer Support Manager this position offers a varied operational role with scope to work alongside severalkey teams to ensure we deliver excellent quality and service to our customers.
Your role will be to lead our dedicated Customer Support team to ensure they deliver operational targets and customer standards. The role has direct-line management responsibility for 8 - 12 reports. We are looking to recruit an experienced and enthusiasticpeople manager who is passionate with a drive for exceptional customer service. You must have a minimum of 2 years’ experience managing a team in a fast paced and challenging environment. Other key responsibilities include recruitment, coaching and developmentof all direct reports. You will also be required to contribute to a dynamic programme of internal change and system development, sharing knowledge and service best practice with other areas of the wider business. Training and development will be provided tohelp you to progress into this role.
**Role Summary**:

- The development and performance management of team members, including training and coaching.
- Ensuring sufficient rota, holiday and lunch cover and distribution of tasks if there are absences.
- Arranging and leading team meetings to motivate and update your team
- Create, foster and maintain a culture which is enthusiastic towards change and passionate about exceeding the performance and all other goals and objectives.
- Ensure team members are offering outstanding service to customers, whilst achieving targets.
- Acting as a point of escalation for customer queries and complaints.
- Work closely with our internal management team, and our partners management teams, to highlight and resolve issues
- Assist in responding to social media reviews.
- Ensure accurate records are kept by team members, and the Customer Support Helpdesk system updated.
- Undertake call quality assessments on a monthly basis, and highlight any areas of development improvement
- Ensure relevant business procedures are kept up to date and followed.
- Understand and adhere to industry standards, e.g. General Data Protection Regulations, Consumer Credit Act and the Financial Ombudsman Service.
- Understand the vision values and objectives of the company and work towards them as a role model
- Understand the card market industry standards and internal compliance guidelines.
- Suggest and implement improvements to working practices and procedures.
- Carry out any other duties as may be required as directed by your line manager.

**The Person**:

- Excellent communication skills.
- Excellent leadership, motivational and coaching skills.
- Excellent organisational and time management skills.
- Clear focus on customer service, quality and accuracy.
- Takes ownership of queries, problems and projects and manages to resolution.
- Able to manage own workload and work unsupervised.
- An interest in engaging with team members and developing their knowledge

**About Handepay**:
Handepay, part of the PayPoint Group, are a leading player in the payments industry because we have a remarkable price proposition that as yet, is unrivalled and when you combine this with our core values of transparency, honesty and integrity, it is clearto see why our Trust Pilot reviews are the best in the industry.
**Job type**
Permanent, Monday to Friday. Our contracted working hours are 36.25 per week Monday to Friday with flexibility around start and finish times from 8.00am until 6.00pm.
Our employees speak highly of us because we believe that every customer and every employee counts. We treat you as an individual and make sure you are fully supported to achieve your goals.

**Benefits**:

- 22 days annual leave + bank holidays
- Structured induction and on-going training and support
- Opportunity to progress through the business
- Monthly pay
- Company share incentive plan
- Discounts through our employee benefits platform
- Vouchers for eye test scheme
- Modern offices conveniently located on the A580, close to M6 with free on-site parking
- Appointment time scheme
- Regular employee social events, lunches and fun activities
- Free refreshments provided

You may experience of: Customer Services, Customer Services Team Leader, Customer Support Advisor, Sales Support Team Leader, Contact Centre Support Supervisor, etc
Ref: 137 027


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