Customer Service Team Lead

1 month ago


Aylesbury, Buckinghamshire, United Kingdom Biffa Full time

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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