We are pleased to be recruiting for an award-winning business who are looking for a Customer Service Team Leader to join their fun and vibrant team based in Hemel Hempstead. The purpose of this role is to coach and develop a team to help customers have a great experience from the very first point of contact.

*Flexible working

*Bonus scheme and team incentive days

Duties:

• Create a positive environment for customers and your team.
• Effectively communicate with your team and develop them.
• Multitask and manage time in a fast-paced environment
• Maximise any sales opportunities by supporting team in promoting different options to customers.
• Take responsibility for setting KPI’s and monitoring success.
• Take inbound calls that come through when necessary.
• Use our call quality framework to monitor quality of calls and give bespoke feedback to each of your team.
• To carry out monthly one to one catch ups with each member of your team, setting goals and development plans
• To take ownership
• Create incentives to motivate and inspire your team on a daily, weekly and monthly basis
• Following the correct procedures for Data Protection, Health & Safety and other in-house processes.
• Monitoring absence and completing absence management meetings when trigger points are met.
• Undertaking investigatory and disciplinary meetings when necessary.
• Take responsibility for self-development by raising any coaching needs with their leader.
• Be proactive in making decisions about the right thing.
• Deal with any guest objection (escalated calls) in a positive way, seeing this as an opportunity to solve a problem.
• Protect the business by using any discounts in the correct and appropriate way.
• Be honest and act with integrity- representing the company brand in the most positive way whether this be over the telephone or away from the business.
• Deal with complaints and investigate in order to resolve swiftly.
• Multi skill so that during busier periods in other departments support can be given. This will include supporting customer care, social media and admin teams.
• Prepare your team for the start of shift so that the team have a business awareness and have celebrated the previous days success before the shift starts.
• Any other ad hoc duties required to support the business.

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