Customer Care Shift Lead
3 weeks ago
About the Role
This is a fantastic opportunity to become a Shift Lead in the Customer Care department at Greggs. As a Shift Lead, you will play a key role in managing the day-to-day running of the department, ensuring that our customers receive exceptional service.
Key Responsibilities
- Monitor service levels throughout the shift, including social media, telephones, and written contact, and realign resources to ensure our SLA is always maintained.
- Demonstrate role model behaviours when responding to contacts, including gathering all necessary information and handling escalated complaints.
- Support Team Leaders with coaching, training, and audits, and help to drive great customer service.
- Set up shifts to ensure the team knows what their job role is for the shift.
About You
We are looking for someone who is a strong team player, able to build good working relationships at all levels. You will need to be able to demonstrate leadership behaviours, have experience of managing and coordinating people, and be able to multi-task and work with multiple priorities calmly and at pace.
About Greggs
Here at Greggs, we love what we do, and we have fun. What makes Greggs so special is our culture – the way we are, the way we behave, and the way we support each other. We're hard-working, but above all else, we're family; and it doesn't matter who you are, where you're from, or what your favourite bake is, we'd love you to join us.
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