Customer Service Team Lead
1 week ago
About the Role:
We are seeking a highly skilled and experienced Team Leader to join our Customer Service team at END. As a Team Leader, you will be responsible for overseeing the workflow of the CS Advisor team, managing contact volumes, and ensuring the team's workload is efficiently managed.
Key Responsibilities:
- Manage a sub-team of advisors, providing guidance and support to ensure they meet their performance targets and develop their skills.
- Lead by example, promoting a culture of excellence and ensuring that our customers receive the best possible experience.
- Collaborate with other Team Leaders and CS Management to improve customer success and support the evolution of the CS department.
- Hold regular one-on-one meetings with team members to discuss their progress, provide feedback, and identify areas for development.
- Support the Customer Service Manager and Assistant Manager with additional tasks and projects as needed.
- Contribute to the development of internal processes and procedures to ensure efficient and effective resolutions.
- Act as a Wellbeing Champion, promoting a safe and supportive work environment and encouraging open-door feedback.
- Develop and maintain a motivating and inclusive team culture that aligns with the company's values.
Requirements:
- Proven experience in a fast-paced, customer-focused environment with strong management skills and a 'Can-Do' attitude.
- Ability to handle customer escalations, manage difficult conversations, and take ownership of issues until a suitable resolution is achieved.
- Excellent communication, planning, and organizational skills, with the ability to conduct 121 meetings and team workshops.
- Good understanding of how the team integrates with other teams to achieve departmental objectives.
- Ability to work autonomously while remaining an integral member of the team.
- 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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