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Customer Support Team Leader

4 months ago

Newcastle upon Tyne, United Kingdom NCFE Full time

Overview:
**Contract: Permanent**

**Location: Hybrid (Head Office: Quorum Business Park, Newcastle upon Tyne)**

**This is a hybrid working role, so you’ll need to be able to work from our Head Office twice a week as a minimum**

**Hours per week: 37**

**Salary: starting at £30,934 and rising to £32,171 per annum**

**About the role**

We're excited to be looking for a** Customer Support Team Leader **to join our **Customer Service team.**

As Customer Support Team Leader, you’ll work as part of the wider department leadership team and be responsible for the daily management of service level agreements across our communication channels. You'll also manage your teams performance and continual development through effective coaching and by utilising MI to drive results and continuous improvements.

**How you’ll make an impact**:

- Managing your team performance to achieve KPI targets and other SLAs, standards, policies and values, levering performance using MI, coaching and observations
- Responsible for creating a positive colleague experience within your own team and wider department
- Identifying opportunities for team and individual growth and implement coaching and development plans to make improvements and inspire progression
- Working alongside our resource and planning team to maintain SLAs in the department
- Accountable for escalated customer issues
- Maintaining a sound knowledge of NCFE’s products and services and the external educational environment to inform customer contact and develop sales opportunities

**We’d love to hear from you if you offer the following**:

- Proven track record of achieving SLA targets
- Experience of leading teams in a fast paced service environment
- Experience of leading an multi channel service team
- Proven track record of effective performance management
- Knowledge of different coaching models

Feeling inspired? Read the full **Job Description** **to find out more.

**What will we offer you in return?**

You’ll have access to a fantastic range of benefits which support your personal development and wellbeing, including:

- A minimum of 25 days annual leave, plus 8 bank holidays
- An additional 3 days off during the Christmas closure
- £200 personal development allowance annually
- £400 towards any NCFE accredited qualifications annually
- Two hours a month to spend on personal development
- Free learning resources on our in-house 'Learning to Grow' platform
- A flexible and hybrid approach to working
- Westfield Health Cash Plan worth up to the value of £635
- Employee Assistance Programme - including a 24/7 confidential help line and counselling sessions
- Doctor Line - same day appointments
- Company Pension, employer’s contribution up to 9% when you contribute 3%
- Life Assurance (4 x basic salary)

**Shape real change with an NCFE career**

Imagine a career where your contributions affect not only what people learn, but the way that learning is developed and delivered.

With over 170 years of education experience our core purpose remains at the heart of the organisation - to promote and advance learning to create a fairer, more inclusive society, making sure no learner is left behind.

**How to apply**

**Closing Date: Friday 14 June 2024**

**Interview Date: 1**st** Stage will be held on Tuesday 18 June 2024, 2**nd** Stage will be held on Tuesday 25 June 2024**

**Equality, Diversity and Inclusion (EDI) statement**

We're committed to building rich diversity into our workforce at all levels, to ensure that we understand and are representative of the communities and customers we serve.

We do not discriminate against anyone due to their gender, sexuality, race, age, religion, beliefs, identity, social background, visible or hidden disability, or neurodiversity. Instead, we pride ourselves on our collaborative, vibrant and high-performance culture which embraces everyone, celebrates uniqueness, and enables everyone's voice to be heard.