Customer Care Team Lead

My client is looking for a Customer Care Team Leader with fluent English language skills to
join us on a permanent basis where 50% of the time will be spent coaching and developing the CS
team. The other 50% of the time will be dedicated to provide an excellent service to customers whilst
assisting the CS Manager with the daily operations of the CS team

Client Details

My Client are a talented, dynamic team within the retail sector who do a lot to forge a sense of togetherness with regular social events that have ranged from paintball to karaoke! There's a friendship that runs through the group
that makes working together pleasurable.

Description

• Assisting with call centre contact volumes (via phone, email and live chat)
• Advising customers on products and providing insightful information
• Demonstrating a high quality of service in all interactions with customers
• Setting a personal example in professional ethos and attitude towards work
• SQP qualified or to obtain SQP qualification to be able to prescribe NFA-VPS products, as well as offer advice on products and suitable alternatives
• Being the point of contact for escalating complaint and resolving them successfully
• Conducting employee relations investigations
• Overseeing and ensuring daily tasks are completed in a timely manner
• Being the first point of contact for the Customer Care Advisors
• Coaching and developing the team through 121s, QAs and daily mentoring activities
• Assisting the Customer Care Manager in overseeing the day-to-day operations of the team,as well as with recruitment activities
• Providing training to new arrivals, as well as training on new systems and processes
• Providing regular vertical communication regarding performance, standards, policies,
• products and procedures
• Promoting collaboration and team spirit in line with company values, beliefs, and behaviours

Profile

• Positive and upbeat personality
• Team motivation & leadership
• Patience & empathy
• Attentiveness & attention to detail
• Great communication skills and ability to build rapport quickly
• Problem-solving skills
• "Can do attitude"
• Ability to multi-task and handle a high volume of work
• Approachability and availability
• Extensive product knowledge
• Organisational and time management skills
• Complaint resolution

Job Offer

• Generous Salary
• Working from home opportunities
• Season ticket loan
• Staff discounts
• Life Assurance
• Employee Assistance Programme