Customer Service Team Leader

2 weeks ago


Farnborough, Hampshire, United Kingdom Mulberry Recruitment Full time

About the Role


We are seeking a highly skilled Customer Service Supervisor to join our team in Farnborough. The ideal candidate will have experience in supervising a team, ideally in a contact centre environment.


Main Responsibilities



  • Support the Customer Service Team Managers to ensure the team is providing excellent customer service to customers and that we are meeting our department SLA's
  • Be fully aware of contact volumes and resources available to ensure the team is working effectively throughout the day to deal with the workload
  • Identifying potential issues and communicating them with the Customer Service management team
  • Manage, capture, and resolve customer escalations and complaints from the Customer Service Team effectively
  • Actively monitor timekeeping and task adherence across the team, providing immediate feedback to individuals and highlighting persistent concerns to the management team
  • Be visible and available by walking the floor
  • Conduct a concise up-to-date handover at the end of each shift to the incoming supervisor/team
  • Work collaboratively with the Quality & Training team to support the onboarding of new team members with training and advice on best practices and query solutions
  • Supporting the management team to maintain a happy and motivated team

Requirements



  • Proven experience in supervising a team, ideally in a contact centre environment
  • An effective communicator who uses diplomacy and sensitivity with a high standard of written and verbal English
  • Able to be assertive in providing constructive feedback and in your decision-making, ensuring the business needs are prioritised
  • Ability to keep calm in a crisis and be highly organised, set priorities, and flex these when needed

What We Offer



  • All the essentials you would expect including a workplace pension plan, 31 days of holiday (including all but 2 public holidays), & great company events local & abroad
  • Your Birthday Day off
  • 5 days annual leave carry-over
  • An excellent Induction & onboarding program with ongoing learning & development throughout your career
  • Family-friendly leave policies
  • A choice between Bupa Health Cash Plan or Bupa Private Medical
  • Death in service - 4x your annual salary from month 1
  • Physical and Mental Wellbeing support and platforms for you and your family
  • Enhanced maternity leave - 20 weeks full basic pay after 2 years' service and 26 weeks full basic pay after 3 years' service
  • Paternity leave - 4 weeks full pay after probation

About Us


We are a UK-based fintech company based in Farnborough, and we are looking for a confident and customer-orientated Customer Service Supervisor to come on board and join our friendly team.


How to Apply


Please submit your application with your CV and a cover letter.


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