Customer Service Team Leader
Birmingham Business Park
Mon-Fri 9am - 17.30pm
£32,953 per annum
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.
Reports to: Customer Service Manager
Stakeholders: All BCA employees, Account Holders, Customers
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