Customer Service Team Leader - Chippenham, United Kingdom - Omega Resource Group Limited

Omega Resource Group Limited

Verified Company

Chippenham, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Title:
Customer Service Team Leader

Location:
Chippenham

Pay Range/details:
£35,000 - £38,000 + company wide bonus

Contract Type:
Permanent

Our client, a national fleet company, are seeking a Customer Service Team Leader to join their growing customer service team, to oversee and assist the customer service advisors and administrators for clients throughout the UK and liaising with internaldepartments to follow up on a range of enquiries.

**Key Responsibilities - Customer Service Team Leader

To manage the team responsible for 'offline' work queues which require intervention to support driver booking requests
To be responsible for the following principle queues of booking work activities
To keep customers and other interested parties informed of progress
To support in rota/shift allocations within the team (ensuring any issues are escalated to the team leader)
To audit either in conjunction with, or independently individuals within the team to assess their performance in customer service, and/or call quality
To coach and support the improvements of team members, increasing knowledge and skills
Conduct team huddles or briefing sessions where required
To manage escalation calls and provide feedback to individuals where required
To support the correct call routing and adhoc assignments into call groups where required at peak times
To support in complaints management investigations

**Experience & Requirements - Customer Service Team Leader

Experience in customer service and/ or call centre related role is essential
A positive, confident, and approachable style when dealing with customers and other third parties
Capable of using Microsoft Word, Excel, and Outlook to an intermediate level
Comfortable working to targets and deadlines
Experience in the motor industry is desirable, but not essential

**What we can offer - Customer Service Team Leader

Annual Company Bonus (up to £5,000)
Matched pension to 5%
Death in Service 4 x salary
25 days annual holiday entitlement + Birthday + Bank Holidays

Salary Exchange

Holiday purchase scheme (up to 3 days)

Salary Exchange

Car Scheme

For more information on this role, please contact Annabel Clifford on or send a copy of your CV to

Omega Resource Group is an employment agency specialising in opportunities at all levels within the Engineering, Aerospace, Automotive, Electronics, Defence, Scientific, Oil & Gas, Construction and Manufacturing sectors.

Omega Resource Group is acting as an Employment Agency in relation to this vacancy.