Administration Team Leader

7 months ago

Skelmersdale, United Kingdom PHS Group Full time

**Team Leader - Administration**

**Skelmersdale**

**£30,000**

**Great full time hours Monday - Friday, between 8.30am - 5pm**

Don’t miss this opportunity We have a rare and special opportunity for you to join us as a Team Leader at Direct365. Administrative and contact centre experience is preferred. Ask yourself these questions:

- Do you have experience as a Supervisor, Team Manager or Team Leader in Administration and Customer Service?
- Are you looking for a career with an established, secure business?
- Do you want a better work/life balance with excellent hours (no evening or weekend work)?
- Are you looking for a rewarding position with a good salary and a great team?
- Are you engaging, customer focussed, and skilled at leading an administration team?

If you answered “Yes” to the above, this is the role for you. This is why you will love it here

It’s a role where an enthusiastic, organised person with keen attention to detail will really shine. Working with our Customer Experience Manager, together you’ll ensure that we have up-to-date information and our customers receive great service on every call. Your experience and passion for coaching, mentoring and leading successful admin and customer service teams will be essential. You’ll also have the chance to help shape our processes and the way we work. It’s a great place to come to work, where you will be truly valued.
- The role will involve managing and coaching the Admin team who also take customer calls, so contact centre experience is beneficial.
- Experience of successfully leading, coaching and developing a team.
- An engaging, organised person, experienced with effectively managing customer escalations.
- A passion for customer care, able to negotiate and balance customer needs or expectations with business objectives.
- A great communicator, both written and verbal, with an attentive approach, focussed on listening, motivating and bringing the best out of people.
- A positive, patient attitude with a passion for delivering successful results and solutions.

**Your role as an Administration Team Leader at Direct365 will involve**:

- Motivating, coaching and developing your team to deliver customer excellence on every call.
- Evaluating performance using key metrics (accuracy, adherence, call waiting times)
- Evaluating our processes and finding workable solutions to make positive improvements.
- Delivering on business targets, working with colleagues and stakeholders to ensure the customer is at the heart of everything we do.
- Reflecting on past results and feedback gathered to develop and provide logical solutions.
- Creating a positive working environment through meaningful 1-2-1’s, team meetings and coaching sessions. Identifying training needs to help people achieve their full potential.
- Communicate the business strategy, along with new information, products and services, and setting clear expectations on the behaviours we expect of team members.
- Collecting daily / weekly / monthly figures for management and compile root cause analysis for the business.

**In return for your commitment and expertise, you will benefit from**:

- A good starting salary of £30,000 in a permanent full-time position
- No weekend or evening working - great hours Monday to Friday (37.5 hours a week)
- Amazing employee discounts with major supermarkets and retailers with ‘phs Perks’
- Training to expand your skills. We offer accredited ILM training through external and in-house training
- Apprenticeship opportunities on completion of the probationary period
- 23 days holiday plus bank holidays (31 days in total) plus a Buy / Sell holiday scheme
- Free Parking onsite so no parking costs
- Other benefits such as improved parental and paternity leave, a 24-hour wellbeing helpline, cycle to work scheme, pension scheme, life assurance and more

**About Direct365**:
At **Direct365**, our vision is to be the UK’s number one provider of essential workplace products and services for small businesses. We value helpfulness, reliability and innovation within our employee base, and believe in giving everyone the freedom to do what they do best. Our aim is to combine our buying power with friendly expert advice for everyone’s peace of mind that the job’s well done.

Direct365 is part of the phs Group, the UKs leading Hygiene Services provider.phs Group was founded in 1963 and we are the leading provider for Hygiene Services in the UK, Spain and Ireland with over 120,000 customers across 300,000 locations incorporating numerous businesses during its 60 years of business.
- At phs, we pride ourselves on our diverse workforce, and ensuring we have an inclusive environment for all our staff. We remain committed to ensuring our teams can bring their true selves to work without risk or fear of discrimination._

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