Customer Service Team Lead

4 weeks ago


Leicester, Leicester, United Kingdom Maximus Services, LLC Full time
Job Summary

We are seeking a highly skilled Customer Service Team Lead to join our team at Maximus Services, LLC. As a key member of our Accommodation Office, you will be responsible for providing exceptional customer service, coaching and developing a team of customer service advisors, and ensuring the office is adequately prepared and organized for employees and visitors.

Key Responsibilities
  • Provide a high level of customer service, assisting with customer enquiries and complaints
  • Coach, develop and motivate the team, monitoring their performance on a daily, weekly and monthly basis
  • Undertake 121's, meetings, appraisals, and comply with HR procedures
  • Ensure adequate resources are available to meet customer and contract needs
  • Liaise with Supervisors, other Team Leaders, team members, Contract Managers, external customers, and other colleagues to gather information and resolve issues
  • Follow the Quality Management System to improve quality and minimize errors
  • Review the performance of staff, identify training needs, and plan training sessions
  • Handle complex customer complaints or enquiries
  • Organize staffing, including shift patterns, and plan the number of employees required to meet demand
  • Improve performance by raising efficiency
  • Manage compliance to HR policies for contact centre staff
  • Ensure the office is adequately prepared and organized for the arrival of employees and any visitors
  • Report findings/results to management on a regular basis, putting forward ideas and recommendations concerning the development of employees and the improvement of procedures and policies currently in place

Requirements
  • IT literate with full working knowledge of MS Office Suite
  • Coaching and developing staff
  • Delivering a telephone and/or online-based service

About Us
Maximus is committed to developing, maintaining, and supporting a culture of diversity, equity, and inclusion throughout the recruitment process. We are a Disability Confident Leader, thanks to our commitment to the recruitment, retention, and career development of people with disabilities and long-term conditions. The Disability Confident scheme includes a guaranteed interview for any applicant with a disability who meets the minimum requirements for a job.

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