Location
Co. West Midlands | United Kingdom
Job description
Customer Service Team Leader
Birmingham Business Park - Solihull (on-site)
£32,000 per annum
Mon - Fri 08.30 - 17.30
Purpose of the role:
The role of Customer Service Supervisor is to lead, develop and engage their team to deliver high performance demonstrated by the delivery of customer, commercial and people objectives.
Responsibilities
To lead day to day team operations to deliver against our business objectives through a culture of coaching, celebrating success and performance management
Be a role model who effortlessly embeds our values and behaviours throughout the team, proudly representing The BCAL brand
Champion a culture of great conversations every time, exceeding customers’ expectations and working to continuously improve the customer journey
Be accountable for the achievement of individual and teams’ commercial objectives to support profitable business growth through performance management
To raise people and team capability by facilitating personal development plans to unlock potential and support talent succession
To deliver agreed service level objectives through effective management of Contact Centre teams
Achieve great employee engagement through effective communication, demonstrated by recruitment, development, performance management, good attrition, and absence
Deliver a fair and consistent application of all HR policies in a timely and constructive way
Use customer and business insight management information (MI)to understand trends and understand trends to identify and measure improvements through performance variance reduction
Ensuring accurate reporting is provided to B2B customers in conjunction with Operational Account Managers
To act as a point of contact for B2B customers, proactively building and maintaining relationships in conjunction with Operational Account Managers
Arranging and attending meetings with B2B customers to enhance working relationships and maximise business opportunities
Work with wider business team to develop processes for the introduction of new customers
Assist in the resolution of any customer complaints and concerns, completing root cause analysis, taking corrective action to prevent reoccurrence.
Working closely with Driver Operations to deliver great customer outcomes, resolving internal and customer queries
Provide day to day support to Customer Service Manager
Deputise for Customer Service Manager in their absence
Skills & Experience
A driven and goal-oriented person who loves to succeed
A problem solver who adopts a solutions-based approach
A positive, forward thinking and innovative approach
A leader who is able to inspire, motivate and engage others to succeed
An excellent coach able to lead, mentor and effectively develop others
Strongly Customer Service focused with a high standard of customer service ethics
Well organised and disciplined to manage workloads and priorities to achieve deadlines
An excellent communicator with strong communication skills verbally and in writing
A strong team player
Highly motivated and energetic
Job tags
Salary
£32k per annum
