Permanent – Full Time, 40 Hour per week.
We are looking to recruit a Customer Service Team Leader to join our Basildon Repairs Team, based from our office in Basildon.
About the Role
As a Customer Service Team Leader, you’ll be responsible for ensuring the Basildon contact centre operations delivers the required performance, whilst continuing our commitment to delivering a great customer contact experience through a variety of customer contact channels, phone, email, video, social etc.
Assessing resourcing requirements and supporting the day-to-day activity, you’ll support the Management team in the delivery and achievement of the annual and 5 year plan and lead colleagues on your team to develop best practice and implement change. You’ll undertake quality assurance and drive a culture of ‘right first time’, as well as assisting and working alongside the Customer Performance Manager to manage the KPI’s and ensure SLA’s are adhered to. You’ll resolve complaints and acknowledge compliments, implementing action plans to address any areas of dis-satisfaction. You’ll communicate and manage annual leave and absences and use initiative to assist the team when necessary, covering absence and busy periods.
About You
We are seeking an experienced and motivated person to manage and develop our team in a busy office setting. The ideal candidate will be responsible for overseeing daily operations, ensuring team performance, and promoting a positive workplace culture. This role requires strong people management skills, effective communication, and the ability to motivate and inspire a diverse team.
Key Responsibilities
1. Lead and supervise a team of employees to achieve departmental goals and objectives.
2. Foster a positive and inclusive work environment that encourages collaboration and high performance.
3. Conduct regular one-on-one meetings and performance reviews to provide feedback, guidance, and support for team members.
4. Develop and implement training and development programs to enhance team skills and career growth.
5. Monitor team performance metrics and take appropriate action to ensure targets are met.
6. Resolve conflicts and address employee concerns in a timely and constructive manner.
7. Collaborate with other departments to streamline processes and improve overall efficiency.
Benefits
8. Profit Share Discretionary Annual Bonus Scheme
9. 26 Days Holiday plus Bank Holidays
10. Enhanced Pension Plan
11. Private Health Insurance or Westfield Healthcare Cash Plan (24hr GP, dental, optical, physio and more)
12. Life Assurance & Accident Cover
13. Share Save
14. Enhanced Maternity & Paternity Pay
15. Work Perks Discounts & Vouchers
16. Buy & Sell Holiday Schemes
17. Flexible Working & Flexible Bank Holidays
18. Cycle to Work
19. Volunteering (2 days paid)
20. Learning & Development Opportunities
21. Extensive Wellbeing Support, including EAP
22. Loyalty & Values Awards
23. Funded Professional Subscription