Customer Care Team Leader Position

4 weeks ago

Salford, Salford, United Kingdom Marlowe Fire and Security Full time

Customer Care Team Leader Position

Marlowe Fire & Security is seeking a highly skilled Customer Care Team Leader to join our team. As a key member of our customer care team, you will be responsible for leading and managing a team of customer care representatives, ensuring they provide best-in-class support to our clients.

Key Responsibilities

  • Lead, mentor, and motivate a team of customer care representatives to achieve and exceed performance targets.
  • Handle customer escalations and complex queries, providing solutions and ensuring customer satisfaction.
  • Monitor team performance through KPIs and provide regular feedback and coaching to drive continuous improvement.
  • Develop and implement strategies to enhance customer care processes and increase efficiency.
  • Collaborate with other departments to resolve issues and improve overall customer experience.
  • Prepare and present regular reports on team performance and customer feedback to senior management.
  • Ensure compliance with company policies and procedures, maintaining a high level of professionalism and integrity within the team.
  • Participate in the recruitment and training of new team members, ensuring they are well-prepared to meet company standards.

Requirements

Who We're Looking For

Marlowe Fire & Security values our people as our greatest asset. We are looking for a candidate who offers:

  • Proven experience in a customer care or customer service leadership role.
  • Strong leadership and people management skills, with the ability to inspire and develop a team.
  • Excellent communication and interpersonal skills, with the ability to handle difficult situations with tact and professionalism.
  • Solid understanding of customer care processes and best practices.
  • Proficiency in using customer service software and tools.
  • Ability to work under pressure and manage multiple priorities effectively.
  • A problem-solving mindset with a focus on delivering positive outcomes for customers.
  • Self-motivation, with a proactive approach to workload.
  • The ability to work independently with a passion to learn.
  • Excellent administration skills.
  • Analytical in approach.
  • Experience of manipulating data using Microsoft Excel and other appropriate packages.
  • The ability to handle multiple priorities with a structured approach.

Benefits

How We Attract, Reward & Retain Our Employees

At Marlowe Fire & Security, we recognize the importance of fairly rewarding our employees. We offer packages, benefits, and incentives to support the broader needs of our people, making their everyday lives and futures more comfortable.

  • Basic Salary – up to £32,000 per annum depending on experience.
  • Royal London Pension.
  • Life Assurance 4x Salary.
  • Paid Holidays plus Bank Holidays.
  • Additional Day holiday for each full year of completed service (up to 25 days).
  • Additional Birthday Holiday.
  • Paid Candidate Referral Scheme – up to £1,000 per referral, unlimited referrals.
  • Mental Health & Well-being Scheme.
  • Employee Recognition Scheme.
  • Development and progression opportunities.
  • Free, secure on-site parking.
  • Free, on-site gym.

A Little More About Marlowe Fire & Security

We operate nationally, across all industries in both commercial and domestic sectors, delivering a fire and security solution that responds to our customers' particular needs. Our solutions are developed according to the industries we serve, addressing their unique compliance requirements, supporting them in maintaining their sites' security and protecting their people.

Big enough to provide but small enough to care.

Our Business Includes:

  • Marlowe Fire & Security.
  • Alarm Communications.
  • Griffin Fire.
  • Clymac.
  • FAFS Fire & Security.
  • MJ Fire.
  • Marlowe Kitchen Fire Suppression.
  • Morgan Fire Protection.
  • Victory Fire.
  • Marlowe Smoke Control.
  • Hadrian Technology.

Equal Opportunities

We strive to create a diverse, inclusive environment to encourage all our employees to be themselves. We celebrate what makes us unique and believe that adopting a culture of inclusion helps us to best serve our customers. We are committed to supporting equal opportunities, please inform us if you require any reasonable adjustments to enable you to participate in the recruitment process.

Right to Work

Regrettably, we are unable to offer Right to Work Sponsorship.

If you do not currently have the Right to Work in the UK or will need additional support to extend your current Right to Work status, your application cannot be considered.

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