Customer Service Team Lead

2 months ago


Watford, Hertfordshire, United Kingdom Allwyn UK Full time
About the Role

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.
Requirements
  • 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.
What We Offer
  • 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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