Customer Service Team Lead

In the role of our Customer Service Team Leader, your responsibilities will encompass directing, coordinating, and prioritising customer service activities to uphold team efficiency and quality standards. You'll serve as a 'super user', providing initial support to advisors in need. Your duties will include conducting customer service tasks, delivering a proficient and professional service, and ensuring exceptional levels of customer satisfaction, thereby ensuring every interaction is a positive customer experience.

Our Customer Service team are energetic, positive, and vibrant, with the ability to multitask throughout their day to deliver an efficient, professional, and effective service to our customers. Our teams work a shift rotation, which includes 1 in 4 weekends in addition to 1 in 4 late shifts. The earliest start time is 8am and the latest finishing time is 8pm (Monday to Friday)



Your role responsibilities:

• Support your team on our continuous improvement journey. Coach, lead and manage them to maintain customer service levels


• Perform regular quality checks on ticket quality and feedback to agents as required


• Complete regular performance reviews and team meetings


• Effectively handle existing customer enquires across a variety of channels including Phone, Email and Social Media


• Support the Customer Service Manager in management of escalations and issues


• Review, interpret and understand data reports and MI to identify trends


• Display strong product knowledge and customer service skills to identify and understand the customer's requirements, building rapport and show empathy in order to resolve and offer solutions


• Convey complex information clearly and simply


• Engage effectively with the customer, providing support to maximise opportunities for fault resolution at first point of contact


• Accurately and concisely update systems and relevant portals to ensure agreed actions


• Process orders for new customers, promoting and representing the brand in a positive and professional manner


• Co-ordination of agent activity to drive pace and closure to customer issues


• Ownership of complaints and dissatisfaction, monitoring and following up until fully resolved


• Regularly track your own progress and performance against KPI's and SLA's


• Ensure compliance against all Legal and Regulatory obligations
  
  Previous experience in a supervisory position or similar is essential


• Demonstratable experience of customer service roles


• Enthusiastic and engaging with a positive can do attitude


• Passionate about delivering a high level of customer service


• Methodical and logical approach, with a strong attentiuon to detail and the ability to multi-task


• Excellent communication skills, with the ability to adapt your style where needed


• A great team player


• Self Motivated and target driven


• Friendly, pleasant telephone manner and listening skills


• Remains calm under pressure and can adapt to a fast paced environment
  
  A positive, collaborative, and supportive work environment


• Annual Leave - 25 days


• Annual Bonus


• Group Pension


• Group Critical Illness


• Private Medical Scheme


Our Values:

Here at toob our people fuel our success and growth and are truly passionate about the work that they do, they enjoy their roles and are proud to work here. The world of work is changing and it's critical that we continue to support our people with a positive culture where they can be rewarded for their efforts, be themselves, learn, make friends, and have fun.

toob are committed to inclusiveness and equality of opportunity - we don't just look at your CV but focus on who you are and what amazing skills and experience you may be able to bring to us.

We understand that everyone has a contribution to make, so welcome applications from all backgrounds, experiences, and abilities.

Should you require any reasonable adjustments to be made during the recruitment process, please let us know at time of application.

If you are looking to make a difference, thrive in a growing business and share our ambition, we would love to hear from you!

Job Types: Full-time, Permanent

Pay: £30,000.00-£32,000.00 per year

Benefits:

• Company events


• Company pension


• Free parking


• On-site parking


• Private dental insurance


• Private medical insurance


• Referral programme


• Transport links


Schedule:

• Monday to Friday


• Weekend availability


Supplemental pay types:

• Yearly bonus