Customer Service Team Leader

Job Description

Are you are based in Manchester and want to work for the biggest name in Europes vehicle marketing industry Are you looking to join your next Customer Service team that feels like a family who offer support in the workplace, hybrid working, plus extensivelist of benefits for health, shopping, and car discounts Then please apply! Your next employer is offering a competitive salary of up to GBP32,000 dependant on experience. This is a full-time position, and some days in their office in Manchester is required. This is a great Team Leader opportunity for an experienced candidate comingfrom a customer service or call centre background with great long term career opportunities. Discounts on car purchases, mental health support, discounts at Tesco and Asda plus so much more. This is a massive opportunity to join a nationally recognised company that is continuing to grow at a phenomenal rate What will you be doing as a Customer Service Team Leader · Manage the departments workloads to achieve KPIs and Service Levels. · Collate results of activity and distribute as necessary. · Motivate, coach and support the team daily to achieve and exceed individual and team targets. · Create a positive environment that empowers team members to deliver service excellence and drive a high performance culture. · Manage and coach individuals to ensure they are demonstrating the departments values and behaviours. · Conduct regular 121s and appraisals for the team, delivering constructive performance feedback and identifying development needs. · Resolve referred customer-related issues/complaints in a manner which maximises customer and company satisfaction. · Act on Net Promoter Score (NPS) and customer feedback by discussing this with your team, engaging with customers to gain more insight and delivering action plans to make improvements. · Manage and review the teams performance, facilitating training issues and performance management quickly and effectively to ensure highest standards of customer service are maintained. · Actively seek new training initiatives to improve performance within the department. · Assist/manage the implementation of new projects/services and processes. · Be actively involved in the recruitment and selection process for the department. · Provide Operational feedback to the Customer Services Manager to assist in driving continuous improvement across the department/business. · Build and maintain relationships with all key stakeholders and internal/external customers in order to improve customer experience. · Effectively manage performance and conduct issues in line with company policy. · Effectively manage absence in line with Company policy to ensure absence is kept to a minimum. · Conduct team briefings and meetings as and when required. · Represent the Customer Services Manager in his/her absence. We are looking for a Customer Service Team leader with the following qualities · Previous experience in a team leader or supervisory or team management role · A track record of successfully leading a team to achieve targets and objectives · Customer service experience, from an office or contact centre background · Professional communication and ability to work effectively with each customer query · Ability to manage your time within a busy call environment · Positive attitude, able to work part of a team · Able to handle any difficult situations in a calmly and confidently. Some of the benefits you will get as joining the Customer Service Team Leader · Very competitive salary, up to GBP32,000 dependant on your experience · Shifts working between the hours of 8AM - 7PM You must be able to work 1 in 4 weekends and additional days off will be given during the week. Weekend work will always be home based. Hours mostly fall between 8.30-5.30 Monday-Friday with the occasional late,early and weekend shift · GBP500 bonus after 6 month probation · Additional quarterly bonus of 8% of your salary · 25 days holiday plus bank holidays · Laptop and equipment · Employee assistance programme · Access to hundreds of vouchers and discounts for shopping, groceries, cinema and much more · Cycle to work scheme · Free eye tests and voucher towards any glasses required · Learning, training, and development opportunities - options to take NVQs, and other management training · Pension scheme · Free parking on site · Access to discount schemes from 1-30% off the purchase of a new car from most manufactures. Some discount schemes are available to immediate family members too! · Discounts for you, friends, and family to buy and sell cars at auctions If this sounds like a role you will LOVE, please send your CV We aim to respond to all successful applications within 2 days. If you havent been contacted within 2 days your application has been unsuccessful. Please check our Website and apply directly for any other suitable positions you see. We apologise that we areunable to contact everyone in person and thank you for your interest. Are you on Facebook Consider following our Facebook page as this is the first place where we post the most up to date vacancies, along with CV tips, interview techniques and so much more. Check us out on Facebook. Jobwise Ltd is an employment agency and the details sent in your application may be stored on our secure database. We will not share your personal data without your consent. Our privacy policy can be found on our Website.