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Customer Service Team Leader

5 months ago

Keighley, United Kingdom Acorn Stairlifts Full time

We are currently looking for a **Customer Service Team Leader **to join our **UK Customer Service - General Enquiries Department **based at our Headquarters in Steeton (West Yorkshire, UK)

**Working hours**:Monday to Friday 8.30am - 5.00pm (a degree of flexibility is needed for this role)

**Starting salary**:£24,500 - £27,500 per year Dep on Exp Plus team incentives

**Key responsibilities include**:

- To monitor all calls coming into the department by hitting and maintaining the KPI target - this includes the running of reports and the walking of the floor to make sure all coordinators are active
- Performance reviews and monthly 1-to-1's
- Listening to calls live to identify and provide training in areas of customer service delivery
- Work closely with the other Team Leaders to reduce and prevent complaints into the department
- Ensure that all your team follow through company policies and procedures
- Working closely with the Service Manager/Assistant Service Manager to implement and oversee new ideas and processes
- Make sure all office staff have the relevant skill set to succeed
- Identify and resolve problems that affect the customer service quality and efficiency

**Skills and Experience**:

- Customer service experience in either a Team Leader or Managerial capacity
- Must have a high level of customer service acumen
- Good listening skills
- Word, Excel, and Outlook knowledge

**Must be able to display the Acorn Values**

**OUR VALUES**
- ** Quality **of the products we make and sell and the service we provide
- ** Unity **Working together as one team
- ** Integrity **Acting responsibly and honestly to deliver on our promises
- ** Caring **About our customers, each other and the wider community
- ** Ambition **Taking Pride in all we do and striving to improve

**Why work at Acorn Stairlifts?**
- Investors in People award
- Induction and training programme
- Excellent transport links to Leeds, Bradford, and Skipton
- Free car parking
- Onsite canteen
- Healthcare and pension provisions

**Mangers Choice**:
We have a Managers choice award, if selected by a manager for outstanding work effort you will receive £50 in vouchers

**Acorn achievers**:
We also run a monthly incentive scheme to recognise employees that go over and above their job duties by rewarding them with a first prize of **£100 vouchers **and two runner ups of **£50 vouchers **each.

**Recommend a friend scheme**:
Do you want to recommend us a friend to work with us? Do it and you can earn up to **£100 **if your friend is finally offered a position to join Acorn