Customer Service Team Lead

7 days ago

Aylesbury, Buckinghamshire, United Kingdom Biffa Full time
About the Role

We are seeking a highly skilled and experienced Customer Service Team Senior to join our team at Biffa. As a key member of our customer service team, you will play a vital role in delivering exceptional customer service and ensuring that our customers receive the highest level of service.

Key Responsibilities
  • Team Leadership: Support the Customer Service Team Manager in leading, developing, and motivating a team of Customer Service Executives to achieve high levels of customer service standards.
  • Customer Escalations: Ensure that all customer escalations are dealt with in an accurate and professional manner, in accordance with our company's key performance indicators (KPIs).
  • Team Management: Run the team in the absence of the Team Manager, including attending management meetings, running team huddles and meetings, and completing all other management tasks.
  • Quality Checks: Complete call and case/email quality checks within the team, ensuring feedback and coaching is given to the executives accordingly.
  • Process Improvement: Identify process improvements within the team and across the business, working with key stakeholders to improve efficiency, productivity, and customer experience.
  • Stakeholder Management: Develop and maintain positive relationships with key stakeholders, including Regional Operational Management, Process Improvement, and Quality Teams.
Requirements
  • Customer Focus: Demonstrate a customer-centric approach and be empathetic to customer needs.
  • Team Leadership: Ability to motivate and lead a high-performing team of customer service professionals.
  • Communication: Excellent communication skills, with the ability to communicate effectively at all levels.
  • Problem-Solving: Ability to analyze complex issues and develop effective solutions.
  • Adaptability: Ability to work in a fast-paced environment and adapt to changing priorities.
What We Offer
  • Competitive Salary: A competitive salary package that reflects your skills and experience.
  • Ongoing Development: Ongoing career development, training, and coaching to help you grow and succeed in your role.
  • Benefits: A range of benefits, including a generous pension scheme, retail and leisure discounts, and holiday and travel discounts.

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