Customer Services Team Lead - Leeds, United Kingdom - Fortem People

Fortem People

Verified Company

Leeds, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Our highly established client in Leeds city centre is looking to appoint a Team Leader for their Customer Service team.

You will support the Customer Services Manager with day to day operational duties and support and motivate the team.

Working shifts of
hours on a 4 on 4 off basis (giving an average of 42 hours per week).

Purpose of the role:

The Customer Service Centre will also be responsible for 'Web Chat' activities as well as handling pre-booking requests.

Activities Responsible for & Key Tasks:

Assisting the Customer Services Manager with day to day operational HR issues including, but not limited to: monthly timesheets, holiday rota's, recruitment, management of overtime, appraisals and absence management.
Supervise, support and motivate the team, assisting with the identification of training needs and ensuring the communication and training of new processes and procedures.
Answering intercom calls from our national car park locations and responding accordingly.
Ensuring all relevant communications, records and data are updated and recorded.
Liaising with team members and local operations staff to gather information and resolve issues.
Providing customers with product and service information.
Remote access to parking equipment to assist the Customer journey.
Advising customers on products and services available.
Liaising with local operations staff to gather information and resolve issues
Recording all Customer and call information according to defined procedure.
Identify and escalate priority enquires to the relevant departments or people
Route Customer calls where appropriate to other Head Office departments or local operations staff.
Recording statistic, user rates and the performance levels of the centre and preparing reports.
Follow up Customer calls where necessary to ensure Customer enquiry is fully resolved.
Handling prebooking requests.
Operating 'Web Chat' sessions with Customers.

Knowledge, Skills & Experience Required

Must have at least 2 years of previous Supervisory / Team Leading / Staff Management experience
Previous experience of working in a supervisory capacity within a contact centre environment with peak daily demands would be highly desirable
Excellent communications skills including a clear and friendly telephone voice and fast and accurate typing skills.
A professional attitude to dealing with customers and must be able to demonstrate high levels of customer service.
The ability to problem solve and multitask effectively in a multichannel, high volume department
Have a flexible attitude to work.
English and Maths GCSEs are essential
Previous experience of complaint handling is desirable
Previous intercom handling experience is desirable

Benefits:

£28k Salary

Bonus scheme - Up to one months salary (dependant upon personal and company performance)

22.5 days holiday plus bank holidays

5% EE pension 5% er pension contribution

X3 Death in Service cover

Group income protection

24/7 car parking pass

Company events

Job Types:
Full-time, Permanent

Salary:
£28,000.00 per year

Benefits: