Customer Service Team Leader

Based in Northwich

Permanent / Full Time, working on a 4 week rota

Salary £28,090

Residential Management Group, a large, established market leading property management company, is looking for two Inbound Contact Centre / Customer Service Advisor Team Leaders, based in our Northwich office.

This opportunity would suit someone who surpasses at being a role model, is able to inspire and lead a team of Customer Service Advisors to achieve KPIs, whilst supporting their development. Your focus will be on ensuring the delivery of an exceptional customer service to both internal and external customers.

What hours will you be working?

Our inbound contact centre is open to customers 24/7. Along with your team, you will be working a 37.5 hour week, on a 4 week rota basis, as outlined below:

• Week 1 8am to 4pm
• Week 2 9am to 5pm
• Week 3 10am to 6pm
• Week 4 12pm to 8pm

You will also work 1 weekend in 4, working an 8 hour shift on both Saturday and Sunday.

What are the Key Responsibilities of our Customer Service Team Leader?

• Lead, motivate, and monitor a team of Customer Service Advisors, with varying levels of experience.
• Develop and maintain their knowledge through effective training and coaching.
• Ensure the team meets their KPIs and surpasses quality targets.
• Ensure a consistent and exceptional level of customer service is always provided, via webchat, email and ‘phone.
• Address development needs, creating individualised development plans.
• Handle employment relations issues in collaboration with the Head of Customer Service and HR Department.
• Remain up to date with Company policies and procedures.
• Recruitment & Selection Experience – many of our Customer Service Advisors move into other roles within the Group, you will be interviewing to replace them on a regular basis.
• Collaborate with the customer experience team to implement improvements of our end to end customer journey.

Required Skills & Experience

• Previous experience in Customer Service Contact Centre Team Leader role
• Experience of training, coaching, developing a team.
• Ability to manage complaints and complex customer calls, providing coaching and development opportunities to your team, whilst retaining ownership of escalated issues through to resolution.
• Strong communication and collaboration skills.
• Proficiency in IT and data analysis.
• Understanding of performance management and rota management.

If you are an experienced Team Leader, where providing an exceptional customer service just comes naturally to you – please apply today!