Customer Service Team Leader

**Customer Service Team Lead**

**Barnsley, UK *ONSITE ROLE**

**WHO ARE WE?**

Are you looking to build an exciting and dynamic career at a company with prestigious blue-chip clients and international reach? Dye & Durham, a leading global provider of cloud-based software and technology solutions, is focused on an unwavering commitment to customer excellence and to the personal and professional growth of its employees.

Dye & Durham provides critical information services and workflows used by clients all over the world to manage their process, information and regulatory requirements. The company offers rewarding opportunities for those with legal, tech, financial services and sales expertise. With clients that include major law firms, financial service institutions and government organizations in Canada, the United Kingdom, Ireland, South Africa and Australia, a fulfilling career awaits you at Dye & Durham.

**Customer Service Team Lead**

The role of the Team Leader is to ensure the workloads of colleagues are monitored, managed, recorded, and resourced. Our customers’ needs are our guiding principle, and this should be reflective of the service provided by any colleague in this team. Our customers work to strict timescales to facilitate the house-buying process and all Team Leaders must impart the same level of importance to the products we deliver back to the customer. We work in a business-to-business environment.

**WHAT WILL YOU DO?**
- Liaise directly with customers to review, action and resolve customer received queries.
- Follow all required business processes for recording queries.
- Order manager in support of customer query resolution.
- Facilitate and conduct required business meetings.
- 1st line support for all reporting colleagues.
- Deliver optimum performance for reporting colleagues through effective management.
- Workload monitoring and distribution
- Escalation and complaint management
- Ensure all daily figures are reported correctly to the Head of Department.
- Review, authorise and record holidays and absence of colleagues within your team on the HRIS
- In depth working knowledge of the job functions of all colleagues within your team
- Actively support your colleagues in peak workload times
- Train and support team colleagues as agreed with your Head of Department
- Review and record colleagues capabilities within their job roles
- Positively interact with other colleagues throughout the business to ensure the customer receives the best of service
- Work closely with the Head of Department to deliver any changes to working processes in line with the business strategy
- Ensure Group policies are adhered to and escalate to the head of department and breaches of policy by any colleagues.

**WHAT DO YOU NEED TO BE CONSIDERED?**
- Having a “can-do” and positive attitude
- Comfortable working in a full on-site setting
- Able to work under pressure
- Experience managing a full customer service team
- Experience working in a call centre like environment
- Excited and passionate about leading a team.
- Excited about mentorship and teaching junior employees

**WHY WORK FOR US?**

At Dye & Durham we strive to be visionaries As a leader in our field, we ensure our employees are ready for the next challenge in their journey with us by offering internal and external training opportunities. We offer competitive salaries and a whole host of benefits including healthcare, pension, company discounts, wellness programs, and paid days off to move house or volunteer for your favourite charity.

**Do you share our DNA?**
- We ask how tomorrow can be better than today
- We are passionate about solving our customer's challenges
- Our ideas break boundaries
- We value different perspectives and encourage dialogue
- We take ownership and celebrate together

**WHAT NEXT?**

Dye & Durham is an equal opportunity employer. We provide opportunities without regard to race, colour, religion, sexual orientations, gender identity, national origin, marital or family status, disability status or other applicable legally protected characteristics.

**Job Types**: Permanent, Full-time

**Salary**: £25,000.00-£30,000.00 per year

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

Ability to commute/relocate:

- Barnsley: reliably commute or plan to relocate before starting work (required)

Work Location: In person