Customer Service Team Senior

6 months ago

Aylesbury, United Kingdom Biffa Full time

Customer Service Team Senior

Competitive Salary Aylesbury (Office based) Permanent / Full time - Contracted Hours per week Shifts between the hours of - Monday to Friday and 8am - 1pm Saturdays (Average 1 in 8)

Help us make a difference as Customer Service Team Senior in Aylesbury.

A quick look at the role.

You will support the Customer Service Team Manager in leading, developing and motivating a team of Customer Services Executives in line with the department’s key objectives and KPIs to achieve a high level of customer services standards.

To assist the execs to enable them to take ownership of customer queries and manage them through to resolution, by communicating directly with customers and liaising with internal Biffa divisions to ensure the issue is resolved to the customer’s satisfaction. Managing escalations for the team, ensuring they are dealt with as complaints where required and have the ability to prioritise team issues in line with the business needs. The team senior will have proficiency in the management tasks completed within the team, stepping in for the team manager when they are not available, showing a high degree of professionalism and strong adherence to Biffa values.

Why it’s an opportunity not to be wasted.

Support the team manager to lead, develop and motivate a team of Customer Service executives, ensuring an efficient and effective service is delivered to the customer. Meeting and exceeding in all areas relating to quality, productivity, scheduling adherence and employee/ people related targets (absence, attrition, engagement etc). Ensure that all customer escalations are dealt with in an accurate and professional manner in accordance with I&C KPI’s through to resolution. Be able to run the team in the manager’s absence, including attending management meetings, run team huddles and meetings, and complete all other management tasks. This will involve having strong employee engagement skills and ability to motivate the team to achieve their goals in the manager’s absence. In conjunction with the team manager, complete call and case/email quality checks within the team, ensuring feedback and coaching is given to the execs accordingly. Ensure you are fully confident with relevant company processes and procedures so that the correct advice is offered and procedures are followed, flagging to team manager where policy and process is not well understood or where there are compliance concerns. Working with the team manager, ensure that all team members are provided with formal and informal coaching and quality assessment that is required to enable them to meet their objectives. In addition, that appropriate performance development/ improvement plans are in place for all in the team. Seniors will also be involved in department recruitment, training and managing disciplinary issues. Ensure a positive relationship developed with key stakeholders including relevant Regional Operational Management, Process Improvement and Quality Teams. Work with the other seniors across the department to ensure sharing of best practice and consistent working environment in all teams. Be able to identify process improvements within the team and across the business, working with key stakeholders to improve efficiency, productivity and customer experience. Knowledge gained of key metrics, such as CSAT, to enable root cause analysis of voice of customer in order to coach and develop staff, as well as identifying trends and feeding back to key stakeholders.

Requirements

Here’s what we require:

Customer focus and empathetic to customer needs Ability to motivate the team to be high performing customer service professionals Able to have confident and productive coaching and performance conversations to achieve positive outcomes Exceptional ability to communicate effectively and clearly at all levels, across the appropriate method, phone, email, face to face Ability to plan, organise and prioritise as well as work to deadlines Integrity, with respect for colleagues, maintaining confidentiality and business focus Ability to work in fast paced environment, show resilience and can work under pressure Ability to negotiate and influence at all levels Is tenacious to resolve customer escalations and complex issues. IT Literate

Benefits

And here’s why you’ll love it at Biffa.

Competitive salary Ongoing career development, training and coaching – because if you don’t grow, we don’t grow. Generous pension scheme. Retail and leisure discounts. Holiday and travel discounts. Bike to work scheme

We’re here to change the way people think about waste

Whether we’re turning waste into sustainable power, finding new ways to recycle it or simply keeping it off the streets, we believe every day is an opportunity to improve the lives of millions. Over 11,000 people around the country trust us to provide them with a career that’s always rewarding, often challenging, but never dull.

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