Customer Support Team Lead

3 weeks ago


Sunderland, Sunderland, United Kingdom Gentoo Group Full time

About the Role

We are seeking an experienced Customer Support Team Lead to join our Planning and Business Services Team at Gentoo Group. This role will involve leading our Customer Support team to effectively manage the delivery of front-line customer support services, managing call queues and maximising the productivity and effectiveness of the support team.

Key Responsibilities

  • Own and manage the team's end-to-end processes to ensure they are up to date, documented, well communicated, followed, and reviewed as needed.
  • Collaborate with other subject matter experts to improve our ways of working and customer service.
  • Ensure resources are effectively managed to facilitate the delivery of front-line customer support services.
  • Complete regular people management activities, including team meetings, 121s, annual PDP process, sickness & performance management, recruitment & selection.
  • Support colleagues to achieve personal and business objectives, effectively managing performance issues as they arise.
  • Ensure all staff are aware of and adhere to the Group's policies and procedures.
  • Identify service and process improvements and training needs through call and KPI monitoring.
  • Formulate and deliver training and development plans based on 121s and service testing feedback.
  • Support with recruitment where appropriate.
  • Ensure a high-quality, customer-first service.
  • Support customer-driven change throughout the organisation.
  • Demonstrate ownership, accountability, and responsibility for customer issues.
  • Ensure consistent delivery of key performance indicators.

Requirements

  • Experience working in a performance-driven, fast-paced customer-focused environment.
  • Proven experience of working collaboratively and building positive working relationships across all levels, internally and externally.
  • Management of up to 15 team members.
  • Excellent communication and listening skills.
  • Excellent organisational skills.
  • Ability to plan and prioritise own workload and meet deadlines.
  • Confidence and ability to multitask, recording information accurately with attention to detail.
  • Outstanding people skills with the ability to build rapport quickly.
  • Ability to analyse data and use it to inform and deliver service transformation and improvements.
  • Competent in Microsoft Office tools.

What We Offer

  • 31 days paid holiday (pro rata) - plus bank holidays.
  • 12.30 pm finish on a Friday.
  • Free parking.
  • Access to private healthcare via a Health Cash Plan scheme.
  • Health Cash Plan with cashback for dental, optical, physio, wellbeing therapies and more.
  • Competitive Aviva pension scheme - Gentoo will contribute up to 10% based on your personal contribution.
  • Salary sacrifice scheme for electric car (lease car).
  • Enhanced family-friendly leave.
  • Car mileage allowance if you use your personal vehicle for business purposes.
  • Life assurance cover to the value of 3 times your annual salary.


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