Customer Service Team Lead
3 weeks ago
About the Job
As a Duty Team Manager, you will be responsible for the daily operations of a team of advisors, ensuring a high standard of customer service is maintained. Your role will encompass call handling, email, telesales, and web support services, and you will act as a role model, upholding our values around performance and delivery.
Your Key Responsibilities
- Manage the team's work and assign duties to achieve agreed Service Level Agreements (SLAs).
- Ensure the quality and efficiency of your team's work, maintaining compliance in handling customer queries.
- Understand internal policies and processes, ensuring the team adheres to the principles correctly.
- Resolve complex customer queries around tickets, travel information, and journey planners, adhering to rail operating companies' guidelines.
- Develop, train, and coach team members, reviewing development activity and conducting performance reviews.
- Collaborate with peers and stakeholders, sharing best practices and resolving issues.
- Liaise with the people function to conduct employee relations meetings, such as absence reviews and return-to-work discussions.
- Mitigate client resolutions in line with agreed approval protocols, escalating when necessary.
- Share knowledge and identify training needs to develop and upskill the team.
- Maintain up-to-date knowledge of rail and customer contact industry developments.
About the Location
Remote working
Working Pattern
37.5 hours per week, typical rotation: Monday to Friday, 8am to 6:30pm, with one in six weekends. Contact Centre operational hours are 06:00 to 23:00, including weekends.
The Reward
- 25 days' holiday plus national bank holidays.
- Travel offers for bus and rail.
- Payroll Giving – donate directly from your pay to a charity of your choice.
- Shopping discounts, including discounts and cashback on electrical goods, weekly shopping, holidays, cinema trips, car insurance, mobile upgrades, and more.
- All employee Share Schemes.
- Save as You Earn – save a regular amount each month for three years, then use your savings to buy shares at a discounted price or take your savings as cash.
- Buy as You Earn – buy shares each month, with two free 'matching' shares for every three shares you buy.
- Employee Assistance Helpline – a free, confidential employee support service.
We value diversity and inclusion at FirstGroup, and we strive to create an inclusive environment for all colleagues, ensuring equal opportunities for all candidates.
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