Customer Service Team Leader

4 months ago

Bristol, United Kingdom CitySprint Full time

**Customer Service Team Leader | Permanent | Bristol**

**Salary: £27,300**

**Hours: 40 hours per week**

**Benefits and perks**:

- An **impressive holiday allowance** that rises in line with your years of service.
- **Additional day off** for your birthday so you can celebrate in style.
- **Death in Service** allowance to ensure your loved ones are provided for in the event of tragedy.
- Spend those crucial moments with your new-born baby with our **enhanced Maternity and Paternity leave.**:

- **Complimentary day of annual leave** to cherish unmissable family moments - could be graduation, first day of school or moving home.
- Look after your wellbeing with access to a **health and wellness program.**:

- Make the most of **‘Medicash Perks at Work’ **- a tool for CitySprint colleagues to enjoy a variety of high-street discounts and rewards.
- Our** ride to work** scheme means you can keep fit while saving money - what’s not to like?
- Travel for cheaper with** **interest free** season ticket loans** (available after a years’ service)

CitySprint is on a Fast track to become the UK’s leading courier services provider, with current market domination of the Same day service areas already.

Through regular investment in our people, our service offering and our customer proposition, we are paving the way for courier services to be more intuitive, more capable, and more responsive to our customers’ needs than ever before

Being this awesome takes a lot of hard work and commitment to our company values and vision. So naturally we need to secure a top notch Customer Service Team Leader to ensure we continue growing and improving every day.

**This is where you come in**

We have a fantastic opportunity for a Customer Service Team Leader to join our Customer Service team in Bristol on a permanent basis. As a Customer Service Team Leader your role will be to support the Call Centre Manager with maximising the effectiveness of the Customer Service department through the direct management of a team of Customer Service Advisors with ownership of all associated team processes.

**Main responsibilities**:

- Verify that all records are responded to promptly and to the required standard, maintaining accurate records of activity & communication; across all systems
- Complete regular quality monitoring of case completion standards, LiveChat & Customer phone contact within in the team using the appropriate QM
form. Feedback is immediate with follow coaching or training arranged thereafter where required
- Ensuring compliance in the correct use of all telephony statuses
- Manage productivity of CSAs to achieve average call handling times, and an average wrap-up time after a call using the data and reports from the CRM and
telephony systems as required based on seasonal call volumes
- Resolve or escalate issues within SLAs
- Promptly, courteously and effectively deal with customer contact at all times and assume responsibility as first point of escalation
- Ensure the team is fully resourced to meet demand
- Confirm the rota is up to date and represents the latest understanding of call demand patterns and best use of resource
- Identify risks or issues within the department and your immediate team, lead and participate in solution design

**The key skills needed for the role include**:

- Experience managing a team in a Customer Service Environment
- Excellent verbal and written communication
- Be adaptable within a fast-paced environment, embracing change for the benefit of Customers and colleagues alike.
- Personable and approachable with absolute focus on Customer and Colleague alike.
- Using leadership skills to encourage, motivate and build team spirit in line with CitySprint Visions & Values. Lead by example by demonstrating our
behaviours in your day to day duties.

If this all sounds like you, we really want to hear from you Please don’t delay, send us your CV outlining why you're the best person for the job.

**_We do not require the assistance of agencies with this vacancy - thank you in advance._

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