Job Title: Team Leader
Department: Customer Care
Reporting to: Customer Care Manager
Location: Warrington
Contract: Permanent
Hours: 37.5
Salary: £29,500-£31,000
GFS is a leader in the creation of high-tech solutions for the eCommerce and Logistics market space. We provide a multi-carrier solution to small and large businesses alike, providing a single point of contact and a simple Customer focused delivery solution. We provide accurate and up to date tracking of all parcels, manage all questions and queries and seamlessly handle claims for missing and damaged goods. Our solution has helped many retailers reach customers across the UK and worldwide that were previously out of their reach.
Role Description
Are you passionate about making a positive impact on people's lives? Do you thrive in a dynamic and fast-paced environment? If so, we have the perfect opportunity for you Join our team as a Customer Care Team Leader and embark on a fulfilling journey where your skills, dedication, and passion for customer satisfaction will be the driving force behind your success. Key focus areas are motivating and developing your team whilst resolving high level of complaints raised by our customers. Full training will be provided.
Main areas of responsibility
* Lead and motivate team members towards best performance for the customer and the business.
* Work in collaboration with team leaders and senior advisors ensuring all day-to-day duties and responsibilities are completed in a timely manner.
* Ensure all enquiries are dealt with efficiently and escalations and complaints are dealt with promptly and in a professional manner.
* Support and assist team members to meet their KPI targets.
* Analyse daily team reporting and statistics on SLA's and KPI's.
* Look for continuous ways of improving performance within the customer care team.
* Maintain daily reports on staff attendance, holidays and absence.
* Help and develop a culture of high performance across the customer care team.
* Encourage and motivate colleagues with support on difficult situations.
* Identifying areas of improvements within the team considering the processes and communication with carrier partners.
* Complete regular 121's with customer care team members.
* Support with annual appraisals and assisting in objective settings.
* Conduct regular quality checks for customer care advisors' performance and feedback as part of the monthly 121's.
* Work closely with the Customer Care trainer to identify training and development requirements for the team.
* All other reasonable requirements as specified by Senior management.
* Education & Experience
* Passionate about understanding and improving the customer experience to drive pro-active productivity.
* Ability to see both the big picture and smallest detail.
* Excellent leadership skills.
* Strong ability to impact and influence.
* Excellent communication skills.
* Ability to work under pressure.
* Attention to detail.
* Inspirational, effective, and approachable.
* Good people skills.
* Good level of English and Maths.
* Strong IT Skills – Microsoft office.
* Adept in use of IT systems.
Personal:
* Self- Motivated with an ambition to succeed.
* Confident, resilient, and reliable.
* Excellent interpersonal understanding and excellent communication skills.
* Listens to and values the opinions of others.
* High level of integrity, trust and respect.
* Good time management skills and well organised.
* Ability to make decisions.
* Good problem-solving skills.
* Adaptable and flexible with a positive 'can do' approach.
* Challenge's assumptions and encourages change.
* Gains respect and trust.
* Reliable.
* Drives high standards.