Customer Service Team Lead
1 month ago
About the Role:
We are seeking a highly skilled and experienced Customer Service Team Lead to join our team at END. as a Senior Customer Experience Manager. This is a leadership role that requires a strong management background and a 'Can-Do' attitude, with previous success in a fast-paced, customer-focused environment.
Key Responsibilities:
- Oversee the workflow for the CS Advisor team, managing contact volumes, team workload, daily tasks, and personal development targets.
- Take on a sub-team of advisors to directly manage their performance development, monitoring quality of work, celebrating success, delivering tailored training programs, and supporting the advisor development journey.
- Lead by example, acting as a Quality Standards Ambassador, ensuring we provide the best possible Customer Experience within our contractual SLAs.
- Assist and coach the team in investigating and resolving complex queries and support with any Customer Escalations.
- Communicate effectively with other Team Leaders/CS Management to collaboratively improve customer success and support the evolution of the CS department.
- Hold regular 121s with team members to ensure employees are hitting their targets, supporting development where necessary, and ensuring employee satisfaction is at the heart of what we do.
- Support the Customer Service Manager and Assistant Manager with additional tasks when needed and support our People Team with processes including Return to Work interviews and Absence Management Meetings.
- Constantly review and improve our Internal Processes to ensure we are able to offer effective and efficient resolutions, collaborating with fellow Internal Stakeholders to achieve this.
- Be a Wellbeing Champion, ensuring our Team feels safe and supported within the workplace, orchestrating regular Open Door feedback sessions, and communicating any action points to wider management.
- Create a motivating working environment for the team.
- Recognize the diversity of the team and the complexity of the CS Advisor role, leading and motivating the team with a positive, can-do attitude, and drive a departmental Culture that sits in line with the company Values.
About You:
We are looking for someone with strong management skills, a 'Can-Do' attitude, and previous success in a fast-paced, customer-focused environment. You should be confident in handling customer escalations, managing difficult conversations, and taking ownership of issues until a suitable resolution is achieved.
What We Offer:
- 29 days holiday (including bank holidays and your birthday)
- Company pension scheme
- Generous staff discount
- Access to Employee Assistance Programme
- Opportunities for professional development and career progression
- Free Onsite parking
Our core values underpin everything we do as a business. We always put our customers first, are passionate and dedicated, and strive for excellence. To achieve this, we are positive and collaborative and keep it simple.
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