Customer Service Team Lead
2 months ago
We are seeking an experienced Customer Service Team Lead to join our team at Allwyn UK. As a key member of our customer service team, you will be responsible for delivering exceptional customer service to all Allwyn customers and retailers.
Key Responsibilities- Ensure all agreed departmental KPIs and GAMCOM requirements are achieved, resulting in an optimum level of service being delivered at all times.
- Manage and improve the performance of operational processes and working practices.
- Undertake performance management for each member of the team, develop Personal Development Plans (PDPs), and provide performance feedback in line with defined standards.
- Monitor the team's real-time adherence to predefined work schedules, investigating and resolving variance as necessary.
- Proven people management experience
- Experience of leading a team within a customer service environment
- Ability to use Microsoft Office Applications
- Knowledge of CRM solutions e.g. SAP/Gem Suite
- Experience in analysing and using data to support development and performance of Contact Centre Agents.
- 26 days paid leave (plus bank holidays)
- Annual bonus scheme
- 2 x Life Days
- 4 x Salary of Life Insurance
- Pension: we'll match your contribution up to 8.5%
- Single Private Health Cover
- £500 Wellness Allowance
- Income Protection
- Enhanced parental leave (maternity and paternity)
- Eye Care, Dental and Cycle To Work schemes
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