Customer Service Team Leader

4 days ago

Coventry, United Kingdom Carers Trust Heart of England Full time

**JOB ADVERT**

**Job Title**: Customer Services Team Leader

**Salary**: £21,743.70

**Contracted Hours**: 37 hours per week

**Working Arrangements**: Monday - Friday with some evening/weekend and Bank Holiday work by prior arrangement/rota.

**Based**: Primarily office based due to the nature of the front facing role, some opportunities for hybrid working on occasion and by prior arrangement.

**Responsible to**:Deputy CEO (Director of Operations)

**Responsible for**:Customer Services Advisors, Customer Services Volunteers and or Customer Services Apprentices

**Contract**: Permanent

**Location**: Coventry Office/Hybrid

**Job Purpose**

Carers Trust Heart of England is a thriving charity working to support thousands of young and adult unpaid carers across Coventry and Warwickshire, in addition to providing a range of services for people who require care in the community and in their own homes.

To meet the needs of those who we work with we need a robust and effective administrative support team to underpin all that we do and to provide a high quality first point of contact for everyone who contacts us which is where the Customer Service Team comes into its own.

The role of the Customer Services Team Leader will be to oversee this function with the support of the Deputy CEO (Director of Operations), developing and delivering the service levels required to provide our customer(s) with the best experience possible and to undertake a supervisory role for all members of the team, including volunteers and or apprentices.

**JOB DESCRIPTION**

**Job Title**: Customer Services Team Leader

**Salary**: £21,743.70

**Contracted Hours**: 37 hours per week

**Working Arrangements**: Monday - Friday with some evening/weekend and Bank Holiday work by prior arrangement/rota.

**Based**: Primarily office based due to the nature of the front facing role, some opportunities for hybrid working on occasion and by prior arrangement.

**Responsible to**:Deputy CEO (Director of Operations)

**Responsible for**:Customer Services Advisors, Customer Services Volunteers and or Customer Services Apprentices

**Contract**: Permanent

**Location**: Coventry Office/Hybrid

**More specifically the Carers Contact Team will provide**:

- Information about Carers Trust Heart of England’s Services
- Signposting to partner organisations
- A resource ‘central point’ of contact for all carers
- Triage function for support options directing callers to the most appropriate team/team member(s)
- Captures all contact(s) made and records onto our CRM database
- Undertakes a range of administrative support tasks which assists with all services across the charity
- Assists in the smooth running of our head office function(s)

**Key Accountabilities/Responsibilities**
- Ensure the Customer Services Advisors are well trained and competent to provide high quality services to our customers.
- Provide 1:1 supervision, support and guidance to Customer Service Advisers, volunteers and or apprentices, including the facilitation of team meetings.
- To regularly review the performance of the Customer Services function with the focus being on service development and improvement.
- Ensure appropriate cover for our Customer Services function that meets our operational needs through the coordination of rotas.
- To be knowledgeable about the organisations services, in order to speak with confidence about these to carers and other third parties, without the need to transfer to other people, reducing the need for multiple contacts or carers needing to repeat their story.
- Be able to have conversations with enquirers about our private care and support offers, taking information, sending out marketing materials and warmly handing over the enquiry to colleagues to continue the conversation/assessment processes.
- Direct enquiries accordingly and ensure follow-up by colleagues, so that enquiries are dealt with appropriately and in a timely fashion.
- To be alert to and able to recognise issues that require escalation and respond appropriately.
- Deal with the opening, recording of and distribution of incoming and outgoing mail.
- Register new carers on our CRM system(s).
- Collate agreed information from carers about their support needs to help in ascertaining the nature of the support required to better inform colleagues when agreeing follow up information.
- Collect carer/customer feedback via a range of methods.
- Record a range of information and follow up actions on our CRM systems.
- Support team members in the setting up and hosting of events, including but not exclusive of supporting with room bookings, registrations, and the collation of end of event information e.g., feedback questionnaires.
- Ensure all physical reception areas are clean and tidy and well stocked of information to give or mail out.
- Participate in a rota of cover for office-based Health and Safety functions including first aid and fire marshalling.

**General**
- To always work

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