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Customer Service Team Leader - Rhyl, United Kingdom - Jomo People Ltd

Jomo People Ltd

Verified Company

Rhyl, United Kingdom

1 month ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Are you an experienced customer service team leader, who speaks fluent Welsh? Do you have a background of leading, coaching, mentoring and engaging customer service teams as a customer service manager?

We're looking for a customer service team leader to join an established company with a household name, based in their customer contact centre in North Wales.

As a customer service manager, you will lead a team of call centre customer service advisors in the Rhyl based call centre, dealing with a wide variety of customer queries and ensuring excellent service levels are consistently achieved.

You will be one of the first people through the door of this brand new contact centre, joining a business who truly cares about it's people and offers a fantastic company culture.

Position:
Welsh Speaking Customer Service Team Leader

Salary:
£33,000 - £36,500 pa (depending on experience)

Location:
Rhyl, North Wales (with opportunity to work on a Hybrid basis after successful completion of probation)

Hours of Work:
Full time, Monday to Friday, shifts between 8am and 6pm plus occasional Saturdays

Contract:
Permanent

Benefits: 25 days leave plus bank holidays, variable pay schemes, enhanced employer pension contributions, reduction on gym memberships and high street shopping, cycle to work scheme, car-leasing scheme, health cashback scheme and an employee assistance programme for employees and their immediate family.
Working as a customer service manager, you'll join a close-knit team of people where you'll immediately make an impact. Day to day you will

Coach and develop advisors within the contact centre through various mechanisms, including call listening, quality feedback and process guidance to ensure that individual, team, and department targets are achieved
Effectively manage the performance of the team, through the setting and continuous reviewing of SMART objectives and performance indicators and adhering to process and policies ensuring the team's effectiveness is maximised.
Optimise working practices within the team through continuous improvement, innovation, and best practice, ensuring effective implementation into operational processes to increase customer satisfaction and cash collection
Establish and maintain effective working relationships within the team and other parts of the business, to ensure objectives are supported and delivered
Promote and maintain awareness around Health and Safety, proactively identifying and implementing initiatives that create a strong health and safety culture
Proactively identify opportunities within the team that lead to cost effectiveness in line with Company cost targets i.e reduced contacts into the business
Gather and analyse information from a range of sources in order to monitor performance and output of the team ensuring quality standards are met
Have the ability to hold a full conversation in Welsh when required
Have previous experience of managing people and HR practices
Have experience of coaching and mentoring staff to maximise their performance and engagement

Jomo People embrace diversity and truly believe in equal opportunities for all. We believe that inclusion and diversity increases creativity, delivers innovation, improves performance and better serves our customers.

We truly believe in the ethos that companies with greater diversity perform better than those without.

It is for these reasons that all qualified applicants will be considered for employment regardless of age, race, religion, genetic information, sexual orientation, gender identity, parental status, disability, educational background or any other characteristic for that matter that doesn't relate to your ability to perform the role.

So what you waiting for? If you'd like to be considered for this exciting new contact centre customer service team leader role in Rhyl, send Jomo People your CV now

Job Types:
Full-time, Permanent

Salary:
£33,000.00-£36,500.00 per year

Benefits: