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Customer Service Team Lead
2 months ago
This is a challenging and rewarding role that requires a strong leader to manage a team of customer service advisors. As a Duty Team Manager, you will be responsible for the daily running of the team, ensuring a high quality of customer service is maintained throughout.
Main Responsibilities- Team Management: Provide team management experience to a team of advisors, including managing the team's work and assigning duties needed to achieve agreed Service Level Agreements (SLAs).
- Quality and Efficiency: Manage the quality and efficiency of your team's work, ensuring compliance in the handling of customer queries.
- Internal Policies and Processes: Understand internal policies and processes and ensure the team adheres to the principles correctly.
- Customer Query Resolution: Have the required knowledge to resolve complex customer queries around tickets, travel information, and journey planners while adhering to rail operating companies' guidelines.
- Employee Development: Ensure development, training plans, and coaching are in place for each team member, reviewing development activity and conducting period performance reviews.
- Collaboration and Stakeholder Management: Work collaboratively with peers and stakeholders across the business, sharing best practice and resolving issues.
- Employee Relations: Liaise with the people function of the business in conducting employee relations-related meetings such as absence reviews, return to work, documented discussions, and investigations.
- Client Resolution: Mitigate client resolutions in line with agreed approval protocol, escalating where necessary.
- Knowledge Sharing and Training: Share knowledge and identify training needs to develop and upskill the team.
- Industry Knowledge: Maintain up-to-date knowledge of rail and customer contact industry developments.
- Management Experience: Prior experience within a management/supervisor role.
- Employee Relations: Previous experience with employee relations meetings (absence reviews/return to work).
- People Management and Customer Service Skills: Excellent people management and customer service skills.
- Computer Literacy: Computer literacy including Microsoft Technologies (Office 365, Teams).
- Regulatory Knowledge: Working knowledge of regulatory issues including GDPR.
- Communication Skills: Exceptional communication skills both verbal and written.
- Stakeholder Management: Stakeholder management.
- Organizational Skills: Organized and efficient with the ability to analyze large amounts of information.
This role is based in Sheffield city centre, with easy access to public transportation. The working pattern is operational team shift pattern to cover from 06:00-23:00, including weekends.
The Reward- Holiday Entitlement: 25 days holiday plus National Bank Holidays.
- Travel Offers: Travel offers for bus and rail.
- Payroll Giving: Donate directly from your pay to a charity of your choice.
- Shopping Discounts: Shopping discounts including discounts and cashback on electrical goods, your weekly shop, holidays, cinema trips, car insurance, upgrading your mobile, and lots more.
- Employee Share Schemes: All employee share schemes.
- Save as You Earn: Save as you earn - gives you the opportunity to save a regular amount each month for three years. At the end of the savings period, you can use your savings to buy shares at a discounted price set at the start of the scheme, or take your savings as cash.
- Buy as You Earn: Buy as you earn - allows you to buy shares each month, with 2 free 'matching' shares for each 3 shares you buy. You can vary the amount you save, or stop it at any time. You need to participate in the scheme for at least 3 years in order to receive the matching shares.
- Employee Assistance Helpline: Free, confidential employee support service provided by an independent provider.
