Customer Service Team Leader

Job Title: Customer Service Team Leader
Salary: £Dependant on experience
Hours: 37.5 hours per week
Location: Lincoln
Employment Type: Permanent

Here at Select Appointments, we are currently recruiting for a Customer Service Team Leader for a local client in the Lincoln area. You will be responsible for all aspects of the work carried out by the existing customer care team and coordinate the team to ensure that work is completed to the appropriate high standards and timescales for the smooth running of the department and development of relationships with customers.

This role is permanent, full time position and can offer an immediate start for the right candidate.

Main Responsibilities:

• To provide reports as required and ensure efficient systems and procedures are in place to support the work undertaken by the team.
• To assist the Department Manager with managing the department budget.
• To ensure effective communication to inform the team of business developments including various, events, activities, etc.
• To have a thorough understanding of the database and to support the Database Officer with preparing mailing data as required.
• To ensure that the team are entering accurate information on the company’s database and capturing all information and documentation as required.
• To ensure the smooth and efficient running of the office, all telephone calls and queries are answered and dealt with promptly, orders and donations are processed and passed to the relevant departments within the agreed timeframes.
• To record accurate financial and stock transactions on a bespoke system and to assist the Accounts team with reconciling financial transactions.
• Be responsible for ensuring customer complaints are dealt with efficiently and entered on to the complaints register where necessary.
• In collaboration with the PR and Communications Officer, ensure all customer correspondence is accurate, engaging and maximises opportunities.
• To deal with confidential and sensitive information appropriately.
• Ensure that risk assessments are completed and updated appropriately and that staff are trained to undertake all elements of their role.
• Ensure all procedures and processes are up to date and adequately trained and adhered to
• Deal with confidential and sensitive information appropriately following Data Protection and GDPR procedures at all times.
• Read, understand and observe the requirements of Health and Safety Policy and Procedure at all time.
• Be accountable for the health and safety of all members of your team.
• Ensure your team is trained and developed and has the necessary tools to succeed in their job. This includes providing employees with ongoing feedback, coaching and training to support their development.
• Enforce strict stock control of all charity property and manage the cost effective use of all resources and equipment.

Person Specification:

• Be effective in both verbal and written communications and have the ability to communicate confidently at all levels of the organisation, with customers and suppliers
• Demonstrate good organisation and time management for both yourself and when organising the team
• Be able to work from own initiative
• Have the ability to prioritise and have a versatile and flexible approach to working
• Demonstrate excellent customer service skills
• Have the ability to maintain efficient, effective and accurate records and provide information on a timely basis
• Have the ability to focus on targets and see tasks through to completion
• Willing to work closely with colleagues to fulfil organisational needs
• Possess the ability to motivate others
• Have a polite, friendly and approachable manner
• Be able to communicate compassionately with customers
• Be thorough and meticulous in all tasks
• Ability to work flexible hours including weekends, evenings and Bank Holidays as required
• Able to travel across site(s)

In return my client can offer:

• A permanent job opportunity
• Full time hours – 37.5 hours a week
• Free on-site parking
• 30 days’ holiday (inclusive of bank holidays)
• Pension scheme
• Health care scheme
• Discounts on products/services that the company offer

If you are an experienced Team Leader with excellent customer care, looking for a new role and available for an immediate start, please contact Gemma Tullett at our Lincoln office today on 01522 533778 or email g.tullett@select.co.uk

Job Summary

Job Title Customer Service Team Leader
Location Lincoln, Lincolnshire
Job Type Permanent
Salary £20k
Last Updated 23/07/2019
Reference SF46218
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