Customer Service Team Leader
4 days ago
Our Client is an independently owned business telecommunications provider and consumer internet service provider, offering the UK's best fibre broadband, based in Whiteley, Hampshire.
- Here's a little from them_
"There's no better time to join us as we continue to grow and execute our exciting future plans. We really care about our employees and endeavour to provide a happy and exciting workplace. We'd love you to be a part of our future and grow with us.
We’re an ambitious company looking for equally ambitious individuals that believe in a customer centric approach, sharing our desire to delight our customers and be the best at what we do".
**The Responsibilities of the role**
Lead team members as they support our customers, coaching them to ensure best possible outcomes in all situations. Likewise, managing all workstreams for the department to achieve daily results that feed into department short to long-term objectives.
- Monthly 1-1 and regular informal catch ups with team members
- Performance management of team members
- Regular and on-going coaching and training of team members
- Escalation calls with customers
- Managing workstreams and team members in a fast-paced call centre environment
- Providing on-going coaching and training to increase efficiency and performance across the department
- Handling escalation calls so will require objection handling skills in order to discuss and resolve any concerns that customers may have
- Must be confident in both managing daily performance of the department and then reporting on these results to key internal stakeholders
- Must be customer-centric, with the ability to balance the needs of the business against the needs of the customer, always striving for the 'right' outcome.
**This role is**
- Permanent
- Full time
- Office-based
- Working hours: 08:30-17:30, Monday to Friday
- basic salary + OTE
**Benefits & Advantages**
- Regular incentives and bonus scheme
- Opportunities for learning and growth
- 20 days holiday plus bank holidays
- Day off for your birthday
- Employer pension contributions
- Subsidised gym membership
- Free parking
- Employee Advantage Program
**Job Types**: Full-time, Permanent
**Benefits**:
- Casual dress
- Company events
- Company pension
- Free parking
- Gym membership
- On-site parking
- Wellness programme
Schedule:
- Monday to Friday
Supplemental pay types:
- Performance bonus
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