Customer Service Specialist

**Customer Service Specialist / Team Leader**with a passion for people who is customer focussed with strong leadership and communicative skills is required for a well
- established and leading property management organisation based in Newcastleupon Tyne, North East England.

**SALARY**:£32,020 - £35,411 per annum + Benefits (see below)

**LOCATION**:Newcastle upon Tyne, North East England

**JOB TYPE**:Full-Time, 15 Month Fixed Term Contact

**WORKING HOURS**:37 hours per week

**JOB OVERVIEW**

We have a fantastic new job opportunity for a Customer Service Specialist / Team Leader with a passion for people, who is customer focussed with strong leadership and communicative skills.

Working as a Customer Service Specialist / Team Leader you will have responsibility for recruiting and managing new starters. You will take a lead role coaching colleagues, to ensure that they are equipped with the appropriate skills and knowledge to providean outstanding customer experience.

As a Customer Service Specialist / Team Leader you will need to collaborate with a range of stakeholders across the company to ensure that colleagues on the front line have the tools to do their job and support the team with the people aspects of customerservice delivery.

**DUTIES**

Your duties as the Customer Service Specialist / Team Leader will include:

- Support the contact centre to deliver outstanding customer service that resolves as many interactions as possible at the first point of contact
- Recruit and manage new starters to the contact centre throughout the onboarding process
- Establish, develop and maintain effective working relationships with internal and external stakeholders
- Support the management team with the recruitment process to ensure timely recruitment of staff
- Lead the development and delivery of an effective induction process for new colleagues so they are made welcome, understand key corporate and department objectives and gain the required knowledge to be able to handle a wide range of customer contact
- Develop and implement effective quality assurance and coaching processes for new staff to assess progress and readiness for handover to Team Managers
- Lead the development and implementation of effective quality assurance and coaching processes for all contact centre and reception staff
- Influence the behaviours of the customer service team through ongoing coaching to ensure a high
- quality service is delivered in line with company values
- Design and deliver training material in conjunction with the wider business to support the development of front-line staff
- Proactively support a culture of continuous improvement by identifying areas of improvement and lead on the development and implementation of appropriate training/coaching solutions
- Undertake one on one coaching with a range of front-line staff
- Flexible with working hours in line with business needs and working with a team who work 24/7 365 days a year
- Maintain a thorough knowledge of current development and good practice in the field of customer service and customer contact

**CANDIDATE REQUIREMENTS**

**Essential**
- Has the ability to lead people to achieve customer service objectives
- An engaging leader who can tailor their approach to a range of people and situations
- Demonstrable track record of recruitment, induction and coaching within a fast-paced customer service environment
- Can evidence relationship building and influencing skills to improve the customer experience
- Experience of developing and delivering training to groups of staff to improve quality and deliver a great customer experience
- Able to work on your own and as part of a team
- Leads by example
- Excellent communication skills - both written and oral. Able to listen to others, come up with solutions to problems, challenging opinions and giving feedback
- A positive outlook with the ability to motivate others
- Ability to multitask coupled with excellent time management skills
- Able to work towards any training qualifications deemed pertinent for the post
- Demonstrable computer literacy with experience in Microsoft Office programs

**Desirable**
- Contact Centre experience
- Experience in an omnichannel environment
- Coaching qualification
- Training qualification

**BENEFITS**
- A competitive salary
- Access to a Local Government Pension
- 25 days annual leave pro rata plus bank holidays
- Agile working
- Flexi-time
- staff network groups
- Occupational Health service with free counselling services
- There are also many salary sacrifice schemes and you can also benefit from discounted annual travel passes, MOTs and gas servicing

**APPLY TODAY**

JOB REF: AWDO-C9867

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