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Customer Service Team Leader

Birmingham Business Park - Solihull

Up to £30,000 per annum

Mon - Fri 08.30 - 17.30

Purpose of the role:

The role of Customer Service Supervisor is to lead, develop and engage their team to deliver high performance demonstrated by the delivery of customer, commercial and people objectives.

Responsibilities

• To lead day to day team operations to deliver against our business objectives through a culture of coaching, celebrating success and performance management
• Be a role model who effortlessly embeds our values and behaviours throughout the team, proudly representing The BCAL brand
• Champion a culture of great conversations every time, exceeding customers’ expectations and working to continuously improve the customer journey
• Be accountable for the achievement of individual and teams’ commercial objectives to support profitable business growth through performance management
• To raise people and team capability by facilitating personal development plans to unlock potential and support talent succession
• To deliver agreed service level objectives through effective management of Contact Centre teams
• Achieve great employee engagement through effective communication, demonstrated by recruitment, development, performance management, good attrition, and absence
• Deliver a fair and consistent application of all HR policies in a timely and constructive way
• Use customer and business insight management information (MI)to understand trends and understand trends to identify and measure improvements through performance variance reduction
• Ensuring accurate reporting is provided to B2B customers in conjunction with Operational Account Managers
• To act as a point of contact for B2B customers, proactively building and maintaining relationships in conjunction with Operational Account Managers
• Arranging and attending meetings with B2B customers to enhance working relationships and maximise business opportunities
• Work with wider business team to develop processes for the introduction of new customers
• Assist in the resolution of any customer complaints and concerns, completing root cause analysis, taking corrective action to prevent reoccurrence.
• Working closely with Driver Operations to deliver great customer outcomes, resolving internal and customer queries
• Provide day to day support to Customer Service Manager
• Deputise for Customer Service Manager in their absence

Skills & Experience

• A driven and goal-oriented person who loves to succeed
• A problem solver who adopts a solutions-based approach
• A positive, forward thinking and innovative approach
• A leader who is able to inspire, motivate and engage others to succeed
• An excellent coach able to lead, mentor and effectively develop others
• Strongly Customer Service focused with a high standard of customer service ethics
• Well organised and disciplined to manage workloads and priorities to achieve deadlines
• An excellent communicator with strong communication skills verbally and in writing
• A strong team player
• Highly motivated and energetic