Team Leader

Here at **Chartered Institute of Procurement & Supply (CIPS),** we have a new and exciting opportunity available for a **Team Leader - Member Services (UK)** **to join our team on a **full-time, permanent basis. **We are offering** **Hybrid Working** - flexibility to work from home and at our main office based in the UK at **Easton House, Lincolnshire.** In return, you will receive a **competitive salary** **including great benefits**

The **Chartered Institute of Procurement and Supply (CIPS) **is the leading independent global body representing the Procurement and Supply profession with a global membership of over 60,000 in more than 150 countries. CIPS is connected with a broad range of individuals associated with the profession including senior business people, high-ranking public servants and leading academics.

CIPS has local offices in the UK, Australia and New Zealand, Africa, the Middle East and the USA.

**Benefits you will receive**
- Competitive salary
- Hybrid / Flexible working
- Private Healthcare
- Personal Pension Plan
- Life Insurance - 4 times gross annual salary for death in service
- 25 working days holiday plus statutory holidays - holiday year from 1st January to 31st December
- Bonus Scheme

**About the** **Team Leader role**

As the Customer Service Team Lead, you will guide and direct the activities of customer service team to ensure their interactions with customers reflects positively on the company. You will be accessible to the team daily, working shoulder to shoulder to coach, support, lead and motivate the team to ensure that the needs of the customers are met on every occasion

**Key responsibilities as a Team Leader**:

- Hands on responsibility for management of customer enquiries.
- Being the point of escalation in the first instance for the team.
- Ensure daily SLA’s and KPIs are met through coaching and supporting the team, supporting a culture of continuous improvement Team Leader - Member Services 3
- Support in the implementation of change projects, new processes and procedures and share feedback as an end user experience.
- Reviewing management information and customer insights to identify necessary process changes and resource allocation, to maximise efficiency and customer satisfaction.
- Leading team meetings, one-ones and supporting the development of your team to ensure they are achieving desired service levels. Taking corrective action when needed.
- Manage and partake in outbound telephone campaigns - supporting new member enquiries, contacting lapsed members, and supporting our members on their road to MCIPS.
- Support omni channel insights and the manage feedback effectively - web, chat, LinkedIn.
- Working closely with the membership team to deliver the Member Value Proposition
- Manage customer complaints effectively and within policy, establishing areas of change or training required.
- Always be compliant with internal policies and escalate to the Member Services Team Manager accordingly.
- Deputising for the Senior Member Services Manager as appropriate
- To perform any additional duties that may be requested as business needs.

**Skills and experience required as our Team Leader**:

- Experience of leading in a proactive customer service environment
- Experience in collecting customer insights from all channels, addressing change needed and delivering accordingly.
- Managing outbound call campaigns (no cold calling)
- Proficiency in adapting to CIPS technologies - Oracle, Ignite Team Leader - Member Services 4
- Understanding of Service Key performance indicators and Service Levels
- Ability to prioritise and delegate incoming work
- Confident and clear communicator
- Team Management and allocation of holidays & shift patterns

If you feel you have the skills and experience to become our **Team Leader, **then please click “**apply**” now - We’d love to hear from you