Job description

Here at CareCo, we’re all about making life easier for people. It gets us out of bed in the morning, and it sends us home at the end of the day knowing we’ve done our bit to help somebody who struggles with disability or reduced mobility.

As a Product Support Team Leader, you’ll be helping to lead a team of troubleshooters striving to get our customers moving, sitting or bathing again after something goes wrong with their mobility aid. It’s a varied role that requires exceptional customer service, expert product knowledge (plus the problem solving skills to apply that knowledge), and the ability to get your team hitting their targets and achieving their KPIs.

In this varied role you will:

• Strive for first time resolutions over the telephone through effective troubleshooting on faulty CareCo products.
• Ensure all team targets and KPI’s are achieved whilst adhering to call compliance requirements.
• Deal with manager escalation calls and emails that have been raised by the team.
• Liaise with third-party suppliers ensuring any issues are dealt with in a timely manner.
• Process customer queries in a polite and courteous manner in line with the call compliance requirements on each call.
• Monitor the volume of calls and assist within a timely manner to support the Product Support department.
• Assist other teams with calls and tasks when required to maintain excellent service levels.
• Take responsibility for training and development for all Product Support Advisors to ensure their product knowledge is at a high standard.
• Develop and support new starters to ensure they reach the required CareCo standard.
• Seek opportunities for ongoing personal development and actively engage in company training opportunities.

It’s also a great time to be part of CareCo. We’re the fastest growing mobility retailer in the UK, with new mobility showrooms opening every year up and down the country.

And you’ll be joining us in our brand new, spacious and light-filled Head Office/Warehouse in Braintree, Essex, with access to a redesigned benefits package that includes loyalty holiday bonuses, discounts at high street retailers and restaurants, a Cycle to Work scheme and a subsidised on-site cafeteria.

Our Contact Centre is open 7-days a week, so weekend work will be expected within this role.

Job Types: Full-time, Permanent

Salary: £27,000.00-£32,000.00 per year

Benefits:

• Company events
• Employee discount
• On-site parking
• Referral programme
• Store discount
• Wellness programme

Schedule:

• Monday to Friday

Supplemental pay types:

• Performance bonus

Ability to commute/relocate:

• Braintree: reliably commute or plan to relocate before starting work (required)

Work Location: One location

Reference ID: Product Support Team Leader - Braintree