Customer Service Team Leader

Location
Chipping Sodbury, City of Bristol
Salary
£28,287 per annum
Posted
01 Jun 2018
Closes
15 Jun 2018
Ref
NTXYO308289
Contract Type
Permanent
Hours
Full Time

Customer Service Team Leader
Chipping Sodbury, Bristol
£28,287 per annum
 

This is an experienced team leader role responsible for leading a team of colleagues who are the first point of contact for our client’s customers, whether it be on the phone or on-line including social networking channels.
 
You will have an extraordinary passion to inspire your team to be the best that they can be so that in turn, they can deliver the best possible services to customers. 
Your work history will demonstrate successful implementation of change where colleagues have thrived as a result.  You will have a proven track record in managing cultural change in a fast paced environment. You will know what it takes to achieve a highly engaged and empowered team. Your results will speak for themselves; low turnover, high attendance and amazing colleague engagement scores and customer advocacy scores. 
 
You’ll be a coach, troubleshooter and motivator.
 
What will I have to do?

  • I’ll be passionate about creating a great place to work where colleagues are highly engaged and encouraged to be the very best they can be
  • I’ll understand what barriers to improving the service get in colleagues way and ensure they’re removed
  • I’ll know what it takes to deliver a customer centric service that is focused on resolving queries and issues at the earliest opportunity.
  • I’ll work with colleagues to ensure they understand the purpose, their role and contribution in that, and support them to achieve it.
  • Working with a Customer Advocate, I’ll ensure complaints are handled effectively, and that they are used as a springboard for improving the customer experience.

 
What do I need to be successful?

  • I’ll be a proven leader in a fast paced, reactive environment
  • I’ll be a great coach and know how to get to the bottom of issues quickly and know the best way to support colleagues to get to the right answer
  • I’ll be a collaborator, able to build effective relationships with other colleagues, customers and key stakeholders
  • I’ll make sure that colleagues have everything they need to meet the standards  expected and that they achieve the best outcomes for customers
  • I will be great at spotting talent and know how to retain the best people