Helppoint Team Leader

**HelpPoint Team Leader - Gateshead**

**We Put People First so you can Deliver Outstanding Service**

We are searching for a **HelpPoint Team Leader** **- Gateshead **to supervisor a team of 12 Administrators. Leading **t**he delivery of the highest levels of customer service to internal and external clients. HelpPoint is the Churchill Customer Service Department and is dedicated to delivering service excellence. The team are the principal point of contact between Churchill and our clients, providing first line Customer Services support.

Do you have previous experience of managing a team of administrator? Do you have strong administration skills and experience with working in a fast-paced environment? Are you organised and able to work to deadlines.?

At Churchill, doing right is at the heart of our values. This is why we will provide you with all the tools, training, support and resources that you need to develop in your career.

**As HelpPoint Team Leader You will**:

- Prioritise the workload of the HelpPoint team - distributing high volumes of internal/external customer interactions.
- Monitor internal and external KPI’s/SLA’s, ensuring targets are achieved and minimising risk and financial penalty
- Ensure all reports are completed and distributed on time with a focus on accuracy and quality
- Supervise the response to client quotes, queries and instructions in line with contractual agreements and ensuring all are commercially viable
- Identify escalations and priority issues, resolving disputes and diffusing complaints in a professional manner with the assistance of the CSM
- Ensure the accuracy and profitability of HelpPoints commercial activity

**As HelpPoint Team Leader You’ll have**:

- A genuine passion for Customer Service, an excellent verbal and written communicator with an attention to detail
- Previous experience of manging a team
- Excellent organisation skills, with effective and efficient time management and the ability to multi task
- Experienced with the ability to work to tight deadlines and deliver against client SLA’s and internal targets
- Positive attitude with a “can do” approach in problem solving
- Demonstrate initiative and able to work independently
- Ability to engage and understand operational and client requirements
- Flexible approach for both the Business and Customers, able to adapt quickly to moving priorities
- Computer literate with the ability to effectively use Microsoft Office and other common management and CRM software programmes.

In exchange for your service, we’ll provide an inclusive and empowering culture where you’ll receive the training and development opportunities that allow you to grow and progress your career. We also offer a range of company benefits that ensure that you are receiving the support that you need to do your best work.

**Our Benefits**:

- A workplace pension scheme
- Two paid volunteering days annually - from beach cleans to supporting your local community. You choose..
- More than 250 perks - and hundreds of exclusive deals and discounts
- A wide range of training programs to help your career development
- Project Mosaic our Wellbeing, Diversity & Inclusion Committee who are leading the charge on all things WDI
- Recognition and reward program to thank our shinning stars
- A Wellbeing hub to support a healthy mind and body

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

**Benefits**:

- On-site parking
- Work from home

Schedule:

- Monday to Friday
- No weekends

Ability to commute/relocate:

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

Application question(s):

- Are you confident with Word, Excel and have strong IT skills?
- Do you have experience in providing exceptional customer service and building and maintaining relationships?
- Do you have strong administration skills?
- What are your salary expectations for this role?
- What is your current salary?
- Do you have previous experience of managing a team?

Work Location: One location

Reference ID: 2598