This role will be responsible for managing a scheduling team (approx 7 employees) driving success through support and coaching to meet business targets while ensuring the highest standard of customer service.

customer service team leader
Key role information
  • Date added: 27-01-25
  • Hours: Monday to Friday 9 am - 5 pm 37.50 hours per week
  • Wage: Salary confirmed up on application.
  • Sector: Commercial
  • Location: Wf4
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experienced in managing a team and delivering first class customer service?

customer service team leader

This role will be responsible for managing a scheduling team (approx 7 employees) driving success through support and coaching to meet business targets while ensuring the highest standard of customer service.

Do you have a methodical approach to work, can remain calm under pressure and have an ability to improve procedures and processes?

COuld this be you?

keep looking!

The Role

  • Ensure the highest standard of customer service via smart route planning and effective scheduling board management.
  • Monitor, manage, and challenge scheduling planning to ensure maximum productivity.
  • Providing daily statistical updates to the business, and representing the scheduling team in operations and planning meetings
  • Monitor the team’s telephone stats and call quality, and provide coaching to enhance the customer experience
  • Effectively control the team overtime budget.
  • Carry out 1to1s, and provide coaching and motivating the team for ongoing development.
  • Act as a point of escalation for complaints
  • Carry out daily meetings with the team to discuss stats and workload, encouraging input to build a collaborative environment.
  • Identify areas of improvement and manage implementations, collaborating with other departments to ensure success and effectiveness.

About You

  • Ability to Multi-task and remain calm under pressure.
  • Methodical approach to workload, with the ability to manage priorities effectively
  • Ability to flex own management style to support all team members.
  • Excellent people management skills, with an aptitude for motivating and coaching teams to support ongoing development
  • Demonstrated experience in developing and managing direct reports, with the ability to set strategic direction and inspire teams to achieve exceptional results
  • Strong, confident personality with excellent communication skills
  • Proactive, Results driven, and working within agreed KPIs and SLAs. 
  • Able to use own initiative and make considered decisions.

Benefits

  • 25 days holiday
  • Life Assurance
  • Salary sacrifice pension
  • Medicash health plan (which allows you to claim towards health costs such as dental and optical, as well as physiotherapy and chiropody
  • Free parking on site
  • Employee recognition schemes
  • Social events and committee
  • Ongoing travel and development
  • Company benefit discounts and rewards schemes which includes shop discounts, hotel discounts and stay outs

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