Team Leader (Customer Service)

We are looking to recruit a Customer Service Team Leader to join our Burnley branch, based within our prestigious offices, working a Monday to Friday office hours operation.

About the Role

Customer Team Leader will ensure the contact centre operations deliver the required performance, being committed to delivering a great customer contact experience through a variety of customer contact channels which might be; phone, email, in person or written correspondence.

Assessing resourcing requirements and supporting the day-to-day activity, you’ll support the Management team in the delivery and achievement of the business plan and lead colleagues on your team to develop best practice and implement change.

You’ll drive a culture of ‘right first time’, as well as assisting and working alongside the Customer Performance Manager to manage the KPI’s and ensure SLA’s are adhered to. The customer is not always right, though you will always make them feel valued and give accurate and concise customer support.

You’ll resolve complaints and acknowledge compliments by consistence liaison with the wider marketing team, implementing action plans to address any areas of dis-satisfaction. You’ll communicate and manage annual leave and absences and use initiatives to develop, coach and mentor the team, to encourage and get the best out of them.

About You

With exceptional communication skills,...