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Customer Care Team Lead

1 month ago

London, Greater London, United Kingdom Study Tech Full time
About Study Tech

Study Tech is a Social Enterprise that specialises in supporting individuals eligible for Disabled Students' Allowances within higher education. We are a Disability Confident Employer, committed to providing specialist computer equipment, 1-1 training, and technical support to our customers.

About the Role

We are seeking a dedicated and empathetic professional to join our team as a Customer Care Team Lead. This role involves dealing with and resolving customer complaints and quality management at all levels of the company. The ideal candidate will have a strong customer service background with supervisory or team lead experience, as well as proven experience of successfully handling complaints.

Key Responsibilities
  1. Efficiently manage high-risk and complex complaints and the non-conformance process of the company.
  2. Lead complaint investigations, gather evidence, conduct reviews, and draft formal letters, in conjunction with team leads and sub-contractors.
  3. Escalate complaints to relevant channels and team players.
  4. Work closely with management teams and HR to ensure complaints are resolved at all levels of the company.
  5. Manage customer expectations regarding outcomes of complaint/dispute.
  6. Manage the resolution of non-conformances (quality), ensuring trends are identified, issues corrected and preventative measures implemented, in conjunction with Team Leads.
  7. Constantly monitor processes to further avoid future complaints/disputes/non-conformances.
  8. Establish trust and reassurance with stakeholders and ensure high-quality customer care at every level.
Requirements
  1. Excellent problem-solving and conflict resolution skills
  2. Exceptional customer service skills
  3. Demonstrable experience in handling and resolving customer complaints
  4. Disability awareness
  5. Ability to work well in a team and collaborate with colleagues
  6. Knowledge of relevant laws and regulations relating to customer complaints
  7. Proficient in using customer support software and tools
  8. Experience with quality management tools and systems
  9. Ability to analyse data and identify trends in customer complaints
  10. Experience with stakeholder management
  11. Strong understanding of GDPR, Data Protection, and compliance frameworks
  12. Knowledge of codes of conduct and disciplinary procedures within a professional setting
  13. Ability to travel within the UK when required
Personal Qualities
  1. Strong communication and interpersonal skills
  2. Self-motivated and able to work independently
  3. Patient and adaptable when dealing with diverse needs and situations
  4. Strong organisational and time-management skills
  5. Ability to remain calm and composed under pressure
  6. An understanding and empathetic attitude to customer care
Benefits
  1. 22 days of holidays a year + bank holidays. Additional unpaid holiday can be requested during summer holiday at company discretion
  2. Pension Scheme
  3. Flexible working hours
  4. A platform to make a significant impact on students' lives
  5. A flexible, supportive, inclusive, and dynamic work environment
  6. Opportunities for professional growth and development in a socially committed and conscientious environment