Customer Service Team Leader
About us:
TopCashback is one of the largest cashback sites in the world, dedicated to helping our members save money when they shop. The service simplifies the process of earning cash back on online purchases, supporting over 20 million people worldwide to reduce their shopping expenses and enhance their spending power.
With collaborations with more than 6,000 brands, we operate in the UK, US, China, Germany, France, Italy, Spain, and Australia. Our passion for saving money drives every decision we make, focusing wholly on the needs of our members, to whom we provide an award-winning service.Proudly, we are the recipients of the 'Cashback Site of the Year' award at the Moneyfacts Consumer Award nine times and hold a 4.5 rating on TrustPilot.
At TopCashback, since we began, we have been committed to building a fair, diverse and inclusive company. We believe that diversity and nurturing a culture where we can all be our true selves at work, makes us stronger as a business. We celebrate differences and foster a fair and equal environment for us all to flourish in.After all, we spend most of our time together.
With fairness at heart, we‘re committed to being an equal opportunity employer regardless of race, ethnicity, gender, sexuality, religion, disability, nationality, age or similar. Whoever you are, whatever walk of life you are from, we’ll welcome you to our TopCashback family.
The Role:
We are looking for a high-quality leader with the ability to develop, coach and monitor a team of Customer Service Advisors. The ideal candidate will have excellent people skills and be able to think of creative ways to build a happy and highly efficient team.You’ll be responsible for quality of enquiries and speed of response for your assigned team members and will also need to be able to think analytically and problem solve at a high level as you’ll be responsible for the day to day running of the enquiry process, looking out for major issues and how we can resolve these, and assigning work to the team.
Working Hours:
L = 11.30am-8pm E= 9am-5.30pm WFH= work from home
Responsibilities:·- Monitor enquiry quality, response speed, and individual targets to ensure team KPIs are met
- Support team members by answering questions and providing necessary assistance
- Conduct individual performance reviews, offering coaching for improvement and recognition for excellence
- Lead team training sessions and meetings, fostering a culture of continuous improvement
- Analyse customer enquiries, prioritize tasks, and proactively resolve issues while effectively communicating with customers
- Report to the Customer Service Manager on communication strategy and departmental performance
- Ensure everyone under their direct report has a clear development plan
- Handle enquiries and other tasks as needed between team leadership duties
Requirements
Requirements- People management skills with a focus on team welfare, motivation, and inspiration
- Proficiency in coaching and conducting effective training sessions
- A passion for Self Development to ensure your progression and career development
- Strong written communication skills with a keen eye for detail and appropriate tone
- A creative thinker who puts the customer first and thinks ‘outside the box’ to resolve customer issues, rather than relying on fixed and established procedures
- organization and prioritization skills, thriving under pressure
- Strong communication & influencing skills. You’ll communicate with Customers, your team and different departments as part of this role
- Analytical mindset with strong problem-solving abilities
Past leadership/management experience is desirable but not essential.
Benefits- 31 days holiday including Bank holidays. Plus loyalty holiday after 1 & 2 years service. Ability to buy and sell holidays
- Private medical & Life Assurance
- Income protection, health cash plan & enhanced family related leave
- Extensive training menu and e-learning library available to all employees
- Monthly Pizza meetings
- Up to 2 company wide socials per year & team meals
- Growing Company with a global footprint and a family feel offering great career prospects