Customer Service Team Leader

Customer Service Team Leader

Menzies Distribution are currently looking for a Customer Service Team Leader to join our busy team based in our Wakefield.  The successful candidate will be responsible for the day to day management of a team of customer service advisers dealing with enquiries to agreed performance standards.

The Details:

• Monday to Friday Shift Pattern
• Salary - £27,999.96k Per Annum
• 28 Days Annual Leave inclusive of bank holidays
• Monthly Pay
• Parking Onsite

Key Duties

• Responsible for the management, organisation and advisers in the day to day
• Work as part of a team of Customer Service Co-ordinators to deliver the highest standards of services to customers.
• Ensure the customer service team is adequately resourced by liaising with relevant staff and planning resources effectively.
• Ensure that customer enquiries are dealt with in accordance with the performance and service standards. Personally deal with more complex enquiries.
• Maintain effective relationships with service colleagues, key stakeholders to ensure the effective delivery of customer services.
• Challenge current methods of service delivery and identify, recommend and implement improvements. Keep up to date with customer services best practice to improve customer satisfaction and reduce costs.
• Maintain and develop a thorough and up-to-date working knowledge of Menzies services including procedures, guidance and legislation to deal with customer enquiries
• Implement any changes to procedures, business processes, technology and legislation.
• Continually assess the effectiveness of the team, especially in terms of quality of service, for example abandoned calls, and make any necessary adjustments.
• Monitor and co-ordinate financial and other management information relating to the work of the teams.
• Critically analyse information, monitor performance and make recommendations for continuous improvement to meet targets.
• Prepare and present KPI reports and management information relating to performance, budgets and any other aspect of the team’s work.
• Ensure that customer service advisers achieve the required performance targets and standards in accordance with the business plan. Monitor and report progress and performance, provide feedback and take appropriate corrective action.
• Monitor, track and analyse complaints making recommendations on trends and improvements that will reduce volume and pattern of complaints and improve quality of service.
• Motivate, develop, coach, train, induct and formally appraise employees to set performance standards, recognise achievement and deal with performance issues.
• Use information collected from all customer interactions to inform future strategies and plans.

Key Experience and Qualifications:

• Good communication skills are essential with the ability to express empathy with customers
• Excellent written and verbal skills are essential.
• Experience resolving disputes in a fair and calm manner and be able to identify issues, which could potentially become problematic and avoid situations arising.
• Report writing on Customer Service activity and proposed recommendations on how improvements could be made for the benefit of the company and its customers.
• Familiar with Microsoft Word, Excel and Powerpoint

Technical skills and behavioural competencies

• Good spoken and written communication skills
• Strong analytical and numeracy skills
• Good level of financial understanding
• Confidence, tact and a persuasive manner
• Good organizational and time management skills
• Good ‘people skills’ for working with a range of colleagues and customers.
• A professional manner
• Develop a level of trust and support with all colleagues to ensure conflict situations do not arise

Additional Benefits:

• Pension Scheme
• Cycle2Work scheme
• Employee Assistance Program
• SPIRIT Awards - Peer to Peer recognition

INCLUSION

Menzies Distribution is committed to creating a fair and inclusive environment where employees feel safe, proud and valued. We encourage ways of working that treat everyone fairly and with respect, and we look to create opportunities to improve the diversity of our workforce across all areas of the business.  We seek to attract and recruit people from the widest talent pool, who reflect the society in which we work. And we aim to encourage an inclusive culture where people can feel empowered to be the very best they can be, and to reach their full potential creating value through diversity is what makes us strong as a business and as an organisation with an increasingly agile workforce, we're open to flexible working arrangements where appropriate.

We look forward to hearing from you.