Are you an experienced Team leader looking for a new challenge within a business that is forward thinking and rapidly growing?
We are recruiting for an award winning client that offer great benefits, career progression and most importantly a great working culture!
Your role
* Ensure the team consistently delivers high-quality service to customers and drivers.
* Monitor and uphold standards of accuracy and professionalism across all communications.
* Act as the escalation point for internal teams, stakeholders, customers, and third parties.
* Champion the customer service journey across departments, ensuring seamless handoffs and consistent care.
* Lead with empathy, prioritising team wellbeing and engagement.
* Coach team members to excel across all communication mediums.
* Deliver inspiring inductions and contextual new starter training.
* Provide ongoing training in processes, systems, legislation, and product knowledge.
* Identify and nurture talent within the team, encouraging growth and development.
* Deliver constructive feedback and set SMART objectives for individuals and the team.
* Conduct monthly 1-2-1s to review progress, celebrate achievements, and identify development opportunities.
* Build strong relationships with stakeholders including customers, ADMs, Supervisors, Resolutions, suppliers, and partners.
* Share best practices and encourage collaborative problem-solving across teams.
Key Skills
* Proven leadership in a customer service environment.
* Strong coaching and mentoring capabilities.
* Excellent communication and interpersonal skills.
* Strategic thinker with a continuous improvement mindset.
* Ability to manage escalations and resolve complex issues.
* Passionate about delivering exceptional customer experiences.
* Comfortable challenging the status quo to drive innovation.