Customer Service Team leader

We are now recruiting for a Customer Service Team Leader to join our Enquiry Centre team based in Stafford! This is hybrid, full-time role working 37.5 hrs per week, Monday to Friday between 8.00 am and 8.00 pm with some Saturdays between 9am and 5pm. You will be expected to be in the office during training periods, plus every Tuesday, Wednesday and Thursday.

This is a non-sales environment, taking inbound service calls. As part of this role, you will be required to travel to Belfast on occasion to meet with our wider Team and other Team Leaders.

Salary: £31,749.00

Job title:

Customer Service Team leader

• Coaching and developing a team of approximately 15 customer service advisers to deliver excellent customer service
• Working with team members to meet customer needs in a responsive and efficient manner, managing escalated problems and performing root cause analysis of any trends identified to improve the customer experience
• Drives employee engagement
• Ensures all KPIs are met
• Hiring, training, assigning, directing, and evaluating staff

• Contact centre experience either as a senior customer service adviser or team leader / Deputy/ or manager
• We will consider applications from senior Customer Service advisors who can demonstrate some of the key competencies listed below:
  • Demonstrated experience of providing feedback on the quality of work across a team, performing 121’s, training and coaching in support where required
  • Ability to carefully monitor & manage KPI’s and productivity and quality outputs/contractual SLA’s and volume of calls
  • Ability to read and interpret MI data, based on telephony data – using excel data base and online systems to prepare reports for the senior manager
  • Process improvement and change management experience

The Health Assessment Advisory Service (HAAS) arranges and carries out assessments for the Department for Work and Pensions (DWP) and the Department for Communities (DfC). The purpose of the assessment is to understand how an illness or disability affects a person’s daily life. After the assessment, the DWP/DfC makes the decision as to whether the individual will receive any benefits. The Health Assessment Advisory Service is delivered on behalf of the DWP & DfC by Capita

• £31,749 Annual salary
• 25 days’ holiday (rising to 27) with the opportunity to buy extra leave
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
• Auto-enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more
• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform
• Access to the Headspace app for you and up to 5 family or friends

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