Customer Services Site Support Team Leader

**Looking for a new career - a rewarding one**

**Are you an experienced Team Leader looking for your next development opportunity?**

**Looking for a great work life balance? You have come to the right place, as we are only open MONDAY to FRIDAY 8:30-5:30 and don’t work Bank Holidays**

**Your new job description**:
Fantastic opportunity for a experienced Team Leader to help set up a support the leadership of a NEW site for Liberata Customer Services

The role will manage a team of staff which include a mix of homeworkers and office at our Cardiff site.

Liberata is an **AWARD WINNING outsource company**, this means you will support us to work alongside our clients to ensure we are caring for our customers whilst delivering contractual agreements.

Work alongside a expert support team, whose key drivers are to look after our colleagues and our customers Focusing on delivering first contact resolution on every customer interaction.

Daily satisfaction going home knowing that you have led a team who look after customer’s, some highly vulnerable and **YOUR TEAM** have made a difference to them It’s not a standard customer services as we are a **CARE CENTRE **and not a call centre

Travel to other Liberata sites maybe required from time-to-time.

**_ **PLEASE NOTE during your training, travel will be required to our Burnley site - travel expenses will be covered_**

**What’s in it for you**
- ** Monday to Friday** working
- ** No** Bank Holiday working
- Working only between **8:30 - 5:30 - **with predominate shifts being 9:00-5:00
- ** Hybrid working - **on a rota basis upon a successful completion of probation
- ** Free **eye tests
- Cycle to work scheme
- Paid for qualifications and development opportunities
- ** Development and qualification opportunities **- key passion of ours is colleague growth and development
- ** Onsite parking**:

- **25 days** annual leave (Fulltime) + up to 8 days Bank Holidays
- Organised company events
- Wellness programme
- Staff Referral Programme.
- Access to staff discounts with retailers such as Argos, Curry’s, M&S, B&Q, Debenhams.
- Liberata will also automatically enrol you into our contribution matching pension scheme.

**What we expect from you**:

- Experience of working in a Customer Services environment
- Experience of dealing with challenging situations and difficult customers
- Ability to manage teams within a performance and quality framework
- Able to build excellent working relationships with all stakeholders
- Ability to identify risks which will impact service delivery and plan accordingly
- Providing solutions to problems and demonstrate a ‘can do’ attitude
- Knowledge and use of Microsoft Word; Excel and PowerPoint
- Strong verbal and written communication skills with all stakeholders
- Good organisational and time management skills
- A motivator of staff to help them achieve their targets
- Education to GCSE level or equivalent
- Desirable but not essential - Bilingual, English with the ability to speak and write fluent Welsh.

**Key Deliverables**:

- Ensure individual performance targets are met
- Ensure individual quality targets are met
- Where process instructs, ensure customer queries are dealt with to completion while mínimalizing the need to pass the query to another party, and also mínimalizing the need for the customer to make further contact
- Maintain a high quality of work, in accordance with departmental and service agreements including client procedural and financial standards
- Observe confidentiality and data security of document handling.
- Adherence to all company policies and procedures applicable to this role. This includes but is not limited to HR, Health and Safety, Finance, IT, GDPR, Information Governance, Business Continuity, Marketing & Branding.
- Coach and manage team to deliver first contact resolution
- Responsible for safety and security of working area

**Key Tasks**:

- Coach and support your team deliver to meet contractual targets and monitor individual performance
- Equip your team to deliver in line with operational (procedural) standards.
- Ensure team members are managed within Liberata policy and procedures.
- Ensures team members are kept up to date with latest company\service news and policy.
- Support line manager with/at meetings.
- Supports service line initiatives and strategy.
- Liaise with internal\external bodies, ensuring the promotion of service.
- Responsible for personnel data in compliance with the data handling policy.
- Drive Engagement and Positive communication with team members
- Give positive feedback and reward your team
- Develop your team to not only be the best in their role, but to be ready for any future development opportunities.
- Health and Safety Lead
- Business Continuity Plan
- Local facilities liaise for your area

**What’s in it for you**

Not only do you get to join an award-winning business, you are joining at an exciting time as we are reviewing and devel