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Customer Service Team Leader

4 months ago

Warrington, United Kingdom Veolia Full time

**Salary**: £28875 annum plus performance related bonus and Veolia benefits
**Location**: Veolia Warrington
**Hours**:40 hours per week, Monday-Friday (8.5hr shifts with 30 minute lunch on a rota; 7.30am-4pm, 8.30am-5pm & 9.30am-6pm)
6 Saturdays per year (8.30am-2pm) paid at time & a half and 2 Bank Holidays per year (8.30am-5pm) excluding Christmas Day & Boxing Day paid at double time with a day in lieu. Home working available post probation.

When you see the world as we do, you see the chance to help the world take better care of its resources, and help it become a better place for everyone. It’s why we’re looking for someone who’s just as committed as we are, to push for genuine change and bring our ambition of Ecological Transformation to life.

We know that everyone here at Veolia can help us work alongside our communities, look after the environment, and contribute to our inclusive culture.

**What we can offer you**:

- 25 days of annual leave
- Facilities parking and subsidised lunch
- Access to our company pension scheme
- Discounts on everything from groceries to well known retailers
- Access to a range of resources to support your physical, mental and financial health; so you can lean on us whenever you need to
- One paid days leave every year to volunteer and support your community
- Ongoing training and development opportunities, allowing you to reach your full potential

**What you'll be doing**:

- Provide guidance to Customer Service Advisors & Senior Advisors:
Understand the requirements of the Customer Service Advisor role and provide clear direction and guidance to the team.
- Monitor customer service metrics and correspondence quality:
Ensure that all required customer service metrics are maintained and tracked to ensure that customer service standards are met. Conduct quality monitoring of customer correspondence, both written and verbal, to ensure that the quality of service is maintained.
- Handle customer escalations and provide feedback for coaching:
Be the point of contact for any customer escalations and provide feedback once resolved as a coaching opportunity for the team to improve their skills.
- Handle customer escalations promptly and follow through to resolution to ensure customer satisfaction.
- Manage people development, sickness, and disciplinary matters:
Effectively manage people development, staff sickness and disciplinary matters in line with Veolia HR policies to ensure that team members are supported and able to perform their duties.
- Induct, train, and mentor new starters:

- Induct, train and mentor new starters to ensure that they understand their roles and responsibilities and can provide quality customer service.
- Drive continuous improvement and promote internal solutions to customer queries:
Drive continuous improvement to ensure Veolia’s customer service offering remains fit for purpose. Coach advisors to promote internal solutions to customer queries and discourage the use of third parties where possible to enhance customer service experience.

**What we're looking for**:

- Communication and Relationship Management:
Effective communication and relationship management are fundamental requirements for the role.
Advanced relationship management skills are required to foster and maintain strong relationships with clients and stakeholders.
- Time Management and Decision Making:
Fundamental time management skills are required to balance workload and meet deadlines.
Advanced informed decision-making skills are necessary to make sound decisions that align with the organization's goals
- Autonomy and Continuous Improvement:
Proficient autonomy is required to work independently and take initiative.
Fundamental continuous improvement skills are necessary to drive the organization's customer service offering forward.
- Interpersonal Skills and Attention to Detail:
Strong interpersonal skills and attention to detail are fundamental requirements for the role.
Advanced attention to detail skills are necessary to ensure accuracy in customer correspondence.
- Leadership and Performance Management:
Proven team management experience and the ability to lead by example are required.
Performance management skills are necessary to ensure the team is meeting its objectives and providing quality customer service

If you don't meet all of our outlined requirements we’d still love for you to apply. If you feel that you'd be a great fit for this role and Veolia then we’d like to find out more about you.

**What's next?**

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

**Salary**: Up to £28,875.00 per year

**Benefits**:

- Company pension
- Cycle to work scheme
- Employee discount
- On-site parking
- Referral programme
- Wellness programme

Schedule:

- Day shift

Supplemental pay types:

- Bonus scheme

Work Location: In person

Reference ID: JR9585