Helppoint Team Leader - Gateshead, United Kingdom - Churchill Contract Services

Churchill Contract Services

Verified Company

Gateshead, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

HelpPoint Team Leader - Gateshead

We are searching for a HelpPoint Team Leader in our Gateshead office to supervisor a team of 25 Administrators. Leading the delivery of the highest levels of customer service to internal and external clients. HelpPoint is the Churchill Customer Service Department and is dedicated to delivering service excellence. The team are the principal point of contact between Churchill and our clients, providing first line Customer Services support.

Do you have previous experience of managing a team of administrator? Do you have strong administration skills and experience with working in a fast-paced environment? Are you organised and able to work to deadlines?

As HelpPoint Team Leader You'll be:

Prioritise the workload of the HelpPoint team
distributing high volumes of internal/external customer interactions.
Monitor internal and external KPI's/SLA's, ensuring targets are achieved and minimising risk and financial penalty
Ensure all reports are completed and distributed on time with a focus on accuracy and quality
Supervise the response to client quotes, queries and instructions in line with contractual agreements and ensuring all are commercially viable
Identify escalations and priority issues, resolving disputes and diffusing complaints in a professional manner with the assistance of the CSM
Ensure the accuracy and profitability of HelpPoints commercial activity

As HelpPoint Team Leader You'll have:

A genuine passion for Customer Service, an excellent verbal and written communicator with an attention to detail
Previous experience of manging a team
Excellent organisation skills, with effective and efficient time management and the ability to multi task
Experienced with the ability to work to tight deadlines and deliver against client SLA's and internal targets
Ability to engage and understand operational and client requirements
Flexible approach for both the Business and Customers, able to adapt quickly to moving priorities
Computer literate with the ability to effectively use Microsoft Office and other common management and CRM software programmes.

What we offer you

The opportunity to be part of one of the fastest growing specialist FM providers in the UK. This means that as our teams continue to grow, so can you.

The good stuff

We are employeeowned, making you a beneficiary of our future success
Two paid volunteering days annually from beach cleans to supporting your local community. You choose
More than 250 perks and hundreds of exclusive deals and discounts
Lots of training, development & apprenticeship opportunities to grow and progress your career
Our Mosaic committee & Mental Health First Aiders leading the change on all things Wellbeing, Diversity & Inclusion at Churchill
All yearround recognition and annual awards programme to thank our shining stars

Our commitment to Diversity, Equity and Inclusion

Reasonable adjustments

Please let us know if there are any adjustments we can make to support you during our recruitment process. We're happy to help.