Customer Service Team Lead
1 month ago
Customer Service Team Lead Role
We are seeking a highly skilled and experienced Customer Service Team Lead to join our team at Biffa. As a key member of our customer service team, you will be responsible for leading, developing, and motivating a team of customer service executives to deliver an efficient and effective service to our customers.
Key Responsibilities:
- Support the team manager in leading, developing, and motivating a team of customer service executives.
- Ensure that all customer escalations are dealt with in an accurate and professional manner.
- Run the team in the manager's absence, including attending management meetings, running team huddles and meetings, and completing all other management tasks.
- Complete call and case/email quality checks within the team, ensuring feedback and coaching is given to the executives accordingly.
- Ensure that all team members are provided with formal and informal coaching and quality assessment to enable them to meet their objectives.
Requirements:
- Customer focus and empathetic to customer needs.
- Ability to motivate the team to be high-performing customer service professionals.
- Able to have confident and productive coaching and performance conversations to achieve positive outcomes.
- Exceptional ability to communicate effectively and clearly at all levels.
- Ability to plan, organise, and prioritise as well as work to deadlines.
Why it's an opportunity not to be wasted:
This is an excellent opportunity to join a dynamic and growing company like Biffa, where you will have the chance to develop your skills and experience in a fast-paced environment. You will be working with a talented team of professionals who are passionate about delivering exceptional customer service.
Benefits:
- Competitive salary.
- Ongoing career development, training, and coaching.
- Generous pension scheme.
- Retail and leisure discounts.
- Holiday and travel discounts.
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