- Managing a team of 5 advisors, monitoring quality of work, delivering training and continually driving their performance.
- Lead by example ensuring we achieve and exceed internal service level agreements (SLA’s) and continually seeking new ways to improve service delivery
- Hold 121’s with the team members to ensure employees are hitting their targets, supporting with development and mentoring/coaching where necessary. Provide training to the team, ensuring that they stay up to date with company procedures.
- Assist in the efficient and effective planning of the Customer Support department including planning rota’s and holidays whilst meeting customer expectations and service level agreements.
- Contribute to the continuous improvement of our internal systems and practices by using data, identifying potential areas for improvement, suggesting amendments and implementing change.
- Maximise the functionality of the Customer Relationship Management (CRM) software (Zendesk) to automate process as far as possible.
- Ensure support and deliver outstanding customer service to both internal and external customers
- Point of escalation for any complaints/queries, preventing them from being taken to external sources.
- Deal with customer queries and complaints via phone and email.
- Maintenance of confidentiality of information in compliance with General Data Protection Regulation (GDPR) including the development and maintenance of information management and record-keeping systems related to areas of responsibility
Customer Support Team Leader
/ / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / / /
Sorry! This position is now closed
Salary£Competitive
Hours37.50 hours
Contract TypePermanent
LocationAxis Business Park, Portal Way, Gillmoss, Liverpool
Closing Date2022-10-28
About the Role
Job Overview
- Managing a team of 5 advisors, monitoring quality of work, delivering training and continually driving their performance.
- Lead by example ensuring we achieve and exceed internal service level agreements (SLA’s) and continually seeking new ways to improve service delivery
- Hold 121’s with the team members to ensure employees are hitting their targets, supporting with development and mentoring/coaching where necessary. Provide training to the team, ensuring that they stay up to date with company procedures.
- Assist in the efficient and effective planning of the Customer Support department including planning rota’s and holidays whilst meeting customer expectations and service level agreements.
- Contribute to the continuous improvement of our internal systems and practices by using data, identifying potential areas for improvement, suggesting amendments and implementing change.
- Maximise the functionality of the Customer Relationship Management (CRM) software (Zendesk) to automate process as far as possible.
- Ensure support and deliver outstanding customer service to both internal and external customers
- Point of escalation for any complaints/queries, preventing them from being taken to external sources.
- Deal with customer queries and complaints via phone and email.
- Maintenance of confidentiality of information in compliance with General Data Protection Regulation (GDPR) including the development and maintenance of information management and record-keeping systems related to areas of responsibility
Package Description
- Competitive salary
- 37.50 hours per week, working any 5 days between Monday to Saturday
- 5.6 weeks paid holiday per year including bank and public holiday allowance rising to 6.6 weeks upon 5 years' service
- Contributable Company pension scheme
Employee benefits:
- MyHB employee benefits platform with access to:
- Retail and leisure discounts plus hundreds more
- Free Financial Advice
- Bank your savings into an ISA
- 24/7 confidential counselling and advice line
- Low cost voluntary insured health plans
- Onsite subsidised Health and Fitness Centre
- Onsite canteen
- 10% store discount
- Access to social and sporting events
- Free car parking
Minimum Criteria to Apply
- Experience of supervising others and leading a team in a similar fast paced, service industry environment.
- Good knowledge and understanding of customer service within retail and the ability to handle customer escalations and take ownership of issues until they are fully resolved
- Outstanding written and verbal communication skills are essential
- Experience of working in a customer service environment
- Computer proficient (Microsoft Office, Internet Explorer)
- Experience working with a CRM platform (i.e. Zendesk)
- Excellent judgement and ability to solve problems
- Ability to work as part of a team