Customer Service Team Lead

2 months ago

Washington, Sunderland, United Kingdom END. Full time

About the Role:

We are seeking a highly skilled and experienced Customer Service Team Lead to join our team at END. as a key member of our Customer Service department.

Key Responsibilities:

  • Oversee the workflow for the Customer Service Advisor team, ensuring efficient management of contact volumes, team workload, daily tasks, and personal development targets.
  • Directly manage a sub-team of advisors, focusing on performance development, quality of work, and tailored training programs.
  • Act as a Quality Standards Ambassador, ensuring exceptional customer experience within contractual SLAs.
  • Assist and coach the team in investigating and resolving complex queries and supporting customer escalations.
  • Collaborate with other Team Leaders and CS Management to improve customer success and support departmental evolution.
  • Hold regular one-on-ones with team members to ensure targets are met, development needs are addressed, and employee satisfaction is prioritized.
  • Support with interviews, onboarding, and training programs for new recruits.
  • Contribute to additional tasks as needed, supporting the Customer Service Manager and Assistant Manager, and collaborating with the People Team on processes like Return to Work interviews and Absence Management Meetings.
  • Continuously review and improve internal processes to ensure effective and efficient resolutions, working with internal stakeholders to achieve this goal.
  • Act as a Wellbeing Champion, ensuring a safe and supportive work environment, and facilitating open-door feedback sessions.
  • Create a motivating working environment for the team, recognizing diversity and complexity in the CS Advisor role.

Requirements:

  • Strong management skills and a 'Can-Do' attitude, with previous success in a fast-paced, customer-focused environment.
  • Confident in handling customer escalations, managing difficult conversations, and taking ownership of issues until resolution.
  • Excellent communication, planning, and organizational skills for conducting 121 meetings and team workshops.
  • Good understanding of team integration and collaboration with other teams to achieve departmental objectives.
  • Suitable degree of PC literacy, especially in Microsoft Office programs.
  • Ability to work autonomously while remaining an integral team member.
  • Excellent organizational and time management abilities, with a dynamic approach to problem-solving.
  • Friendly, kind, and approachable, with a passion for colleague engagement and creating a culture that strives for excellence.

What We Offer:

  • 29 days holiday (including bank holidays and birthday)
  • Company pension scheme
  • Generous staff discount
  • Access to Employee Assistance Programme
  • Opportunities for professional development and career progression
  • Free Onsite parking

About Us:

Our core values underpin everything we do as a business. We always put our customers first, are passionate and dedicated, and strive for excellence. To achieve this, we are positive and collaborative and keep it simple.

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