Team Leader - Brighton, United Kingdom - Brighton and Hove Bus & Coach Company

Brighton and Hove Bus & Coach Company

Verified Company

Brighton, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Overview:

Acting as the as the conduit between customers and the business, this role is about ensuring our customers receive all the help, support and inspiration to use our services that they need at our contact centre in Hove.

As the first point of contact, it is your role to ensure that every customer receives outstanding customer service and that they leave the shop having been provided with solutions to their travel needs.

This can include the sale of tickets to customers based on the conversation you have, or sales of merchandise and other goods.

The role can be pressured at times but is highly rewarding for someone who thrives on looking after customers and finding solutions for them.

Responsibilities:

Support customer service advisors to help deliver the best possible customer experience to all of our customers

- coach customer experience advisors to help develop and enhance their customer service

Provide monthly 121 meetings with all of the team to discuss performance, provide support and development
Maintain a good level of rostering ensuring the team has sufficient cover whilst remaining fair and flexible for the colleagues and the business
Delivering an excellent customer experience at all times
Supporting the team and customers by dealing with escalated complaints and providing a satisfactory outcome.
Provide daily banking reports ensuring all sales are accounted for

Skills/Experience/Qualifications:

Essential:

Confidence using a PC and the ability to multitask
Positive and flexible approach to work
High level of attention to detail and accuracy
Excellent interpersonal skills with the ability to communicate at all levels
Passionate, enthusiastic and engaged in all aspects of providing excellent customer service
Excellent customer complaint handling skills
Previous experience working in a retail environment
Training & Coaching experience

Desirable: