Customer Service Team Lead

2 days ago


Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Greenbean Full time
Job Overview

We are currently seeking a highly skilled Customer Service Team Lead to join our team in Newcastle. This role comes with an estimated annual salary of £36,210.

About Us

We are a tech business that bundles household bills into one fixed monthly payment, making finances easier, reducing time on the phone to suppliers, and decreasing admin tasks.

We are also a great company to work for, with a collaborative environment where everyone contributes to achieving goals, a welcoming atmosphere from day one, and an office near some excellent pubs.

Our team scored us 8.5 out of 10 for 'I recommend Greenbean as a place to work' in our last employee engagement survey.

What's in it for You?
  • A salary increase each year to show appreciation
  • 25 days of holiday each year, plus bank holidays – you can buy or sell up to 5 extra days per year
  • Access to Magpie, our employee discounts platform
  • Up to £1,500 for direct business benefit learning of your choice
  • A paid volunteering day with our chosen charities or a charity close to your heart
  • Access to Simply Health for 24/7 private GP and counseling services, and many more health benefits
  • Saving money on your commute to work with our corporate travel scheme
  • A new set of wheels with the Cycle to Work scheme if you prefer two wheels
  • Enhanced Pension contributions after three years of service
  • Free independent mortgage advice from Charles Cameron & Associates
  • Frequent social events like weekly football and badminton games, team activities, and fundraising events to support chosen charities
Job Description

This role will involve managing a key function within the Customer Support department, working closely with another CS Manager and reporting to the Head of Operations.

You will be responsible for:

  • Recruiting, coaching, mentoring, and developing Customer Service Team Leaders and Advisors to ensure exceptional customer service standards
  • Managing customer complaints, achieving customer satisfaction, and quality assurance
  • Performance management of the Customer Service team, setting KPIs and ensuring team members take ownership of their performance and development
  • Monitoring market and competitor activity through customer contact and feedback
  • Implementing and developing procedures to ensure continuous improvement of processes within the department
  • Participating in the Extended Leadership Team at Greenbean and attending monthly management meetings


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