Customer Service Team Leader

Post: Customer Service Team Leader

Location: St Asaph, Denbighshire, North Wales

Hours of work: Full time

Pay Scale: £22,000-£25,000 per annum, negotiable depending on experience

Are you looking for a fresh challenge with a well-known and established company, boasting a loyal customer base and a nationwide presence?

We have an exciting opportunity at our Head Office which is easily accessible being conveniently located on Junction 26 of the A55, less than 40 minutes from Chester and Wrexham by car. There are also local transport links nearby.

**Benefits**:

- Holiday allowance of 22 days plus bank holidays (increasing by each year of service, up to a maximum of 26 days)
- IT equipment
- Medical cash plan
- Christmas Shutdown
- Free Lawn Treatments
- Monthly bonus
- Enhanced Paternity & Maternity
- Company Sick pay
- Employee Discount
- 24-hour Employee Assistance Program
- Mental Health First Aider Service
- Store Discounts

About the company:
GreenThumb Ltd has been making lawns look beautiful, lush green and weed free for over 35 years. From our humble beginnings in North Wales, we have grown to become Europe's largest Lawn Care company, with over 220 branches nationwide and over 1 million people who consider themselves to be GreenThumb customers (our community of Lawn Lovers).

About the role:
We are looking for an experienced Team Manager to lead a team within the Customer Services Contact Centre, at Head Office. You will be responsible for ensuring that all Key Performance Indicators (KPI’s) and quality standards are met and to ensure optimum customer satisfaction. This involves effective performance management of the team and ownership of end-to-end processes. The role’s purpose is to deliver consistently ambitious standards through effective team management and coaching to deliver quality and efficiency for our customers.

Main duties:

- Daily people management including monitoring of timekeeping, absence, and annual leave, always following company procedure.
- Manage, coach, and motivate the team to achieve departments KPI’s.
- Resource planning through good judgment and sound interpretation of all appropriate MI.
- Ensure all workflows are completed according to KPI, identifying any areas of risk and proposing/implementing solutions
- Drive exceptional customer service through call listening and assessing other forms of customer communications, providing feedback as appropriate.
- Highlight any operational/financial risks to the Head of Customer Service.
- Handle escalated customer complaints and queries and attempt to resolve issues in the first instance.
- Ensure all outgoing customer communication and correspondence is accurate and professional.
- Organise regular training and seasonal updates to aid continuous improvement and support Advisors with achieving technical knowledge.
- Create, build, and actively promote communications between the Advisors and Corporate Branch/Regional Managers.
- Act as an ambassador for GreenThumb, championing customer service and lead by example always.

Experience
- Experience in managing and leading in a Customer Service focused environment.
- Ability to transfer skills to your team members through training and mentoring.
- Excellent verbal and written communication skills.
- Proficiency with Microsoft Office Suite.
- Experience of working with Salesforce or similar systems would be an advantage, but not essential.

If you think you fit the criteria and would like to work for a forward-thinking business, why not join us, click “apply” below - we want to hear from you

You may have experience of the following: Contact centre, call centre, team leader, team manager, retail, service industry, banking, logistics, customer services, customer experience.