Customer Care Team Leader
2 months ago
Job Summary
Marlowe Fire & Security is seeking a highly skilled and experienced Customer Care Team Leader to join our team. As a Customer Care Team Leader, 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 candidates who offer:
- 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.
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