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Customer Service Team Leader
4 months ago
**About The Role**:
**Main responsibilities**:
- Handle internal and external customer queries / escalations through various channels of communication
- Lead a team of Customer Care Advisors to deliver exceptional service standards and agreed SLA’s
- Ensure you uphold an exceptional level of customer service and lead by example
- Motivate your team to achieve the weekly targets and organise team events
- Provide all Wren customers with an exceptional customer service experience and build relationships
- Offer problem solving solutions and follow up with customers / departments with a ‘can do attitude’
- Ensure your team adheres to all Wren’s policies / procedures and DPA legislation
- Call monitoring to improve quality, minimise errors and track advisor’s performance
- Recording statistics and performance levels of the team, preparing management reports as and when requested
- Actively manage department issues or concerns such as attendance levels, low morale, systems glitches, improvements etc
- Carry out each employee’s performance review, setting objectives and recommending training and development
- Review and improve any processes that resulted in a poor customer experience, creating a continuous improvement mindset
- Develop and create engaging recruitment events, continuously looking for people opportunities
**What Wren Offer**:
- Free access to our state of the art on-site gym, open 24/7
- Enjoy subsidised meals in our two restaurants
- Free on-site parking
- Customer Service Employee of the Month awards
- Refer a Friend Scheme
- Free refreshments brought directly to your desk
- Free annual eye tests and a contribution to new glasses
- Free uniform included that you can claim under the HMRC allowance
- Subsidised bus service options from Hull, Grimbsy and Scunthorpe
**About You**:
**Desired skills and knowledge**:
- People Management skills including team building, motivation and interviewing
- Experience of managing a high performing team in a Contact Centre environment would be beneficial
- Customer Service experience
- GCSE level C or above in English and Maths
- Strong communication skills - both written and verbal
- Good IT skills
- Ability to work independently and within a team environment
**About The Company**:
Wren Kitchens are not only passionate about kitchens, but we are also passionate about our people We have achieved incredible milestones over the years; opening over 100 showrooms, launching in the USA, and winning multiple awards including the UK’s Number 1 place to work
This is thanks to our team, the Wren family, who have inspired us to push limits and make a difference. With our exponential growth, we are looking for incredible individuals to join us and continue our success story
