Customer Hub Lead

4 weeks ago

Leeds, United Kingdom Zenith Full time

We are looking to recruit 2 X Customer Service Hub Leads on a permanent basis to lead a team of front-line colleagues in a Customer Hub.

Based in our fantastic Kirkstall Forge head office just 6 minutes from Leeds city centre, this is the perfect opportunity for anyone who is looking to take the next stage in their career.

This role is part of a friendly team that delivers personal and high-quality experiences that form a seamless process and service to our customers.

The role will predominantly be onsite, working full time between the hours of 08:45 & 17:30 Monday - Friday.

**JOB ROLE**:

- Management of the team to ensure the successful delivery of a defined set of objectives.
- Delivery of customer service, retention, and growth outcomes for a group of customers.
- Leading the team to deliver excellent customer service.
- Creating a culture of continuous improvement, seeking out opportunities to improve services and drive efficiency.
- Support individuals in the team to achieve their potential and create succession planning within the team
- Ensure all driver and customer issues are resolved and corporate processes adhered to.
- Stakeholder management with external/customer key contacts and internal relationships

**RESPONSIBILITIES**:
Customer & Commercial
- Delivery of great customer service, to support retention and growth of a group of customers.
- Act as a point of escalation for day-to-day issues. Take ownership of customer escalations to satisfactory outcome
- Utilise customer feedback and colleague feedback to drive improvements to performance, implement process changes and training to achieve better outcomes.
- Ensure all operational processes and procedures are fully updated and amend when necessary to improve efficiency and effectiveness of team.
- Identify and implement departmental strategies to improve quality of service, productivity and profitability.
- Provide management information to all departments as and when required
- Assist with the on-boarding of new customers taking an active role in the implementation, support the implementation manager with any meetings, process confirmations and facilitate UAT and Live testing and sign off.
- Ensure quality and control measures are in place and managed within the teams.
- Manage resource levels, performance, and workload allocation to meet contractual requirements of the customers.

Leadership skills will be very much required to inspire the Team and encourage the correct behaviours throughout.

If you're an ambitious team player looking to progress your Customer Service Journey with a team who genuinely love what they do, this may be the opportunity you've been searching for.

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