Customer Service Team Lead

4 weeks ago

Sheffield, Sheffield, United Kingdom FirstGroup Full time
About the Job

We are seeking a highly skilled and experienced Customer Service Team Manager to join our team at FirstGroup. As a key member of our customer service team, you will be responsible for leading a team of advisors and ensuring a high quality of customer service is maintained throughout.

Key Responsibilities:
  • Lead a team of advisors and manage the daily running of the team, ensuring a high quality of customer service is maintained.
  • Act as a role model and uphold our values around performance and delivery.
  • Be the first point of contact and knowledge for escalated cases and resolve them quickly and mitigate risk to the business.
  • Identify, plan, and deliver continuous improvement to how our services are delivered, ensuring quality and integrity are maintained in daily client interactions.
Requirements:
  • Prior experience within a management/supervisor role.
  • Excellent people management and customer service skills.
  • Computer literacy, including Microsoft Technologies (Office 365, Teams).
  • Working knowledge of regulatory issues, including GDPR.
  • Enthusiastic, proactive, and passionate about providing excellent customer service.
  • Able to diffuse difficult situations, articulate client needs, and present solutions in a calm manner.
  • Stakeholder management.
  • Organised and efficient with the ability to analyse large amounts of information.
  • Exceptional communication skills, both verbal and written.
About the Location

Sheffield city centre, with easy access to Sheffield Station and travel to other UK locations as appropriate.

Working Pattern

100% Onsite role based in our Sheffield Contact Centre, with a typical shift pattern covering 8am-6:30pm, including 1 in 6 weekends.

The Reward
  • 25 days holiday plus National Bank Holidays.
  • Travel Offers for Bus and Rail.
  • Payroll Giving – donate directly from your pay to a Charity of your Choice.
  • Shopping Discounts, including discounts and cashback on electrical goods, your weekly shop, holidays, cinema trips, car insurance, upgrading your mobile, and lots more.
  • All employee Share Schemes.
  • Save as You Earn – gives you the opportunity to save a regular amount each month for three years.
  • Buy as You Earn – allows you to buy shares each month, with 2 free 'matching' shares for each 3 shares you buy.
  • Employee Assistance Helpline – free, confidential employee support service provided by an independent provider.

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