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Customer Service Team Leader

2 months ago

Diss, United Kingdom CVS Group Plc Full time

Customer Service Team Leader - Animed Direct

Practice Site: Animed Direct

Animed Direct

An exciting opportunity has arisen for a Customer Service Team Leader to join Animed Direct on a permanent basis.

In your role you will be a people leader who is there to support your team in all areas of their position. To lead by example.

You will be responsible for implementing wider team KPIs for your individuals and creating a positive environment for your team to work. Your main focus should be your people and being the most effective leader for your area of the team.

Your role will also be to report to and assist the Customer Services Manager in achieving the wider team goals, objectives and SLAs.

Animed Direct was established in and sells animal medicines, pet food and accessories to customers across the UK, as well as managing distribution of a growing number of own-brand medicines to our circa vet practices across the country.

Some of your key duties include the following:

Ensuring the delivery of high-standard service-level (SLA) targets. Implementing a high level of support across communication channels: Emails, social media, feedback (i.e. Trustpilot), (live chat, FAQ, etc.) Monitoring the upkeep and changes of the Telephony and Live Chat workflows. Being responsible for the delivery of excellent service to our customers via telephone, written emails and live chat. Delivering on weekly/monthly objectives for the business. Implementing incentives as dictated by the Customer Service Team Manager or business. Carry out regular one-to-ones with your direct reports providing constructive feedback and identifying training needs.

To be successful, you will need to be able to demonstrate:

3+ years' experience in a leadership role is essential Experience of working in a customer service environment is desirable. Customer-focused view on how to deliver exceptional customer service. Strong leadership skills and ability to lead by example. Proficient in escalation handling. Good understanding of people with the ability to adapt your leadership style to match your reports and situations. A 'can-do' attitude and collaborative nature. A basic level of understanding of Microsoft products such as Word & Excel.

Hours of work 40 hours per week

Combination of working from home and at our office based in Diss. The role is full time working Monday – Friday with shift patterns either 8am – 5pm or 8.30am – 5.30pm dependant on operational need

In addition to a salary of £28, pa, we offer benefits including;

Up to 7 weeks holiday (with our buy/sell holiday scheme) 1 day extra holiday per year up to 5 years Access to our industry-leading sharesave scheme Enhanced maternity/paternity/adoption leave Heavily discounted pet healthcare Continued professional development A range of flexible benefits such as GymFlex and Cycle to Work to suit your needs