Customer Service Team Lead

4 weeks ago


Sheffield, Sheffield, United Kingdom FirstGroup Full time

About the Job

As a Duty Team Manager, you will be responsible for the daily operations of a team of customer service advisors, ensuring a high level of customer satisfaction is maintained. Your role will encompass call handling, email, telesales, and web support services, and you will act as a role model in upholding our values around performance and delivery.

Your Key Responsibilities

  • Manage the team's work and assign duties to achieve agreed service level agreements.
  • Ensure the quality and efficiency of your team's work, ensuring compliance with customer queries.
  • Understand internal policies and processes and ensure the team adheres to them correctly.
  • Have the knowledge to resolve complex customer queries around tickets, travel information, and journey planners, adhering to rail operating companies' guidelines.
  • Develop, train, and coach team members, reviewing development activity and conducting performance reviews.
  • Work collaboratively with peers and stakeholders across the business, sharing best practice and resolving issues.
  • Liaise with the people function of the business in conducting employee relations meetings, such as absence reviews and return to work discussions.
  • Mitigate client resolutions in line with agreed approval protocols, escalating where necessary.
  • Share knowledge and identify training needs to develop and upskill the team.
  • Maintain up-to-date knowledge of rail and customer contact industry developments.

About the Location

Remote working opportunities are available.

Working Pattern

37.5 hours per week, with a typical rotation of Monday to Friday, 8am to 6.30pm, with one in six 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, weekly shopping, holidays, cinema trips, car insurance, and mobile upgrades.
  • All employee share schemes.
  • Save as you earn – save a regular amount each month for three years, and use your savings to buy shares at a discounted price or take your savings as cash.
  • Buy as you earn – buy shares each month, with two free 'matching' shares for each three shares you buy.
  • Employee assistance helpline – a free, confidential employee support service provided by an independent provider.

We value diversity and inclusion

FirstGroup's vision is to provide an inclusive environment for all colleagues, ensuring all candidates have an equal opportunity to access meaningful employment. We celebrate and encourage diversity of thought, progressive ways of working, and seeing all our colleagues grow and thrive.



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