Customer Service Team Leader - Birmingham - ref. f85686015
Our Corporate Customer Service Team based in Birmingham is looking for a Team Leader to support them with on-the-day queries and to be the first point of contact for all customer escalations.
Servicing our customers, actively promoting an organisational culture that values, reinforces and strives to continuously improve the customer experience should always be the focus, when supporting with leading the team.
This is a great opportunity to be part of a team, liaise with customers, identifying customer needs, building rapport, and offering solutions.
Applicants must have an excellent telephone manner and excellent written communication skills, with the ability to follow all queries through to resolution in a professional and courteous manner.
What will I be doing?- Supporting the wider Corporate Birmingham team with on-the-day queries
- Supporting the Customer Service Senior Advisor and Customer Service Manager
- Be the first point of contact for all customer escalations
- Liaise with Account Managers and internal departments to proactively support the team in resolving customer queries and complaints via first contact resolution
- Dealing with Ad hoc requests as required
- Communicating goals and deadlines to team members
- Planning workloads and delegating tasks
- Creating a productive work environment for the team using trust and other appropriate strategies
- Assessing team performance and providing feedback to employees
- Assisting with recruitment and training employees
- Assisting with the daily operation of the organisation
- Performing customer service functions, including interacting with customers and answering questions
- Providing the team with information about recent developments, programmes and policy changes
Skills and qualifications required:
- Educated to a grade C or equivalent in GCSE in English
- At least one year’s experience in customer service
- Professionalism at all times
- Guiding, monitoring and leading a team
- Inspiring positive communication
- Ability to set clear goals and deadlines
- Delegation of tasks
- Equipped to motivate team/individuals to achieve specific objectives and goals
- Capable of measuring team and individual performance and create an atmosphere that promotes growth
- Able to collaborate to complete projects successfully and on time
- An individual who can work to deadlines and prioritise workload
- Knowledge of computer applications and other business-specific software
- A friendly, patient and a good listener
- A great communicator and team player
- Someone who can work in a fast-paced environment
- Someone who has attention to detail
- Enthusiasm, drive, motivation, and a passion for Customer Service
- Able to lead by example and always remain confidential, with a duty to protect privileged information and to share entrusted information responsibly
- Leadership skills
- Outstanding communication skills
- Interpersonal skills and ability to resolve issues
- Excellent customer service skills
- Employee training experience
Working hours:
Hybrid working – 3 days working in the office and 2 days working from home
Monday - Friday 2 x alternating shift patterns with no weekend work (08:30 – 17:00 & 09:00 – 17:30)
Location:
Birmingham B1