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Customer Service Team Leader

1 month ago

Skelmersdale, United Kingdom PHS Group Limited Full time

About The Role
**Are you a Team Leader with Customer Service Contact Centre Experience?**
**Team Leader - Customer Service**
**Skelmersdale**
**£30,000**
**Full Time, permanent position (Monday - Friday, between 8.30am - 5pm)**
Team Manager or Team Leader experience, based in a contact centre? Is exceptional customer service important to you? Are you keen to lead and coach your team to deliver effective, engaging and efficient customer service? Are you ready to make a difference ata time when people need us the most?
**About the role**
You will be truly valued here. Your experience in managing a team will ensure that our customers receive the best level of service that we can provide every time they contact us. We need someone with a passion for coaching, mentoring and leading a successfulcustomer service team - a great communicator who enjoys achieving results and celebrating success with their team.
We need to be effective so your strong, positive leadership and ability to deliver will be vital. At a time when our services are so important your organisational and clear communication skills will help us to deliver results for our customers and the business.You will be providing direction, motivation and positive leadership with the responsibility and the opportunity to make a real difference.
**Your role as Customer Service Team Leader at Direct365 will involve**:

- Motivating, coaching and developing your team to deliver customer excellence on every call.
- Evaluating performance using key metrics such as accuracy, adherence, call waiting times, and finding workable solutions to make positive improvements and achieve our goals.
- Supporting the business by delivering on business targets and collaborating with colleagues and stakeholders to ensure the customer is at the heart of everything we do.
- Reflecting on past results and feedback gathered to develop and provide logical solutions.
- Creating a positive working environment through meaningful and inspirational 1-2-1’s and team meetings, holding engaging coaching sessions, identifying training needs and working with team members to enable them to achieve their full potential.
- Clearly communicating the business strategy, along with new information, products and services, and setting clear expectations on the behaviours we expect of team members.
- Ensuring there is a strong focus on the growth, retention and satisfaction of Direct365’s customer base, managing with accuracy, establishing root causes to continuously improve, and promoting resolution at the first point of customer contact.
- Significant experience as a Team Leader or Manager in a customer-focused and target driven environment.
- Demonstrable experience of leading, coaching and developing a team and the success that has been achieved.
- Strong organisational and decision-making skills, with the ability and flexibility to manage change and the determination and competitive nature to achieve business objectives.
- A passion for customer care and the ability to negotiate and balance customer needs and expectations with business objectives.
- Excellent communication skills, both written and verbal.
- An attentive approach with keen focus on listening, motivating and bringing the best out of people.
- A positive, patient attitude with a passion for delivering successful results and solutions.

**In return for your commitment and expertise, you will benefit from**:

- A good starting salary of £30,000 in a permanent full-time position
- No weekend or evening working - great hours Monday to Friday (37.5 hours a week)
- Amazing employee discounts with major supermarkets and retailers with ‘phs Perks’
- Training to expand your skills. We offer accredited ILM training through external and in-house training
- Apprenticeship opportunities on completion of the probationary period
- 23 days holiday plus bank holidays (31 days in total) plus a Buy / Sell holiday scheme
- Free Parking onsite so no parking costs
- Community day off to work for a local community or charity
- Other benefits such as improved parental and paternity leave, a 24-hour wellbeing helpline, cycle to work scheme, pension scheme, life assurance and more

**About Direct365**:
At **Direct365**, our vision is to be the UK’s number one provider of essential workplace products and services for small businesses. We value helpfulness, reliability and innovation within our employee base, and believe in giving everyone thefreedom to do what they do best. Our aim is to combine our buying power with friendly expert advice for everyone’s peace of mind that the job’s well done.
Direct365 is part of the phs Group, the UKs leading Hygiene Services provider.phs Group was founded in 1963 and we are the leading provider for Hygiene Services in the UK, Spain and Ireland with over 120,000 customers across 300,000 locations incorporatingnumerous businesses during its 60 years of business.
Our businesses include: Washrooms, Healthcare, Floorcare, phs Direct, Direct365, phs Greenleaf, Teacrate, Besafe, Wastekit and Compliance.
- At phs, we pride ourselves on our diverse workforce, and ensuring we have an inclusive environment for all our staff. We remain committed to ensuring our teams can bring their true selves to work without risk or fear of discrimination._

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