Customer Care Team Leader - Ref24264

Social network you want to login/join with: Customer Care Team Leader – Ref24264, Salford col-narrow-left Client: Marlowe Fire and Security Location: Salford, United Kingdom Job Category: Other – EU work permit required: Yes col-narrow-right Job Reference: c7bc856cd7dc Job Views: 11 Posted: 02.06.2025 Expiry Date: 17.07.2025 col-wide Job Description: Customer Care Team Leader – Salford Marlowe Fire & Security are the fastest growing fire & security business in the UK. From initial design, supply and installation, through to ongoing maintenance and monitoring, we maintain the capability to help prevent, detect and monitor Fire and Security risks for our customers up and down the country. We are currently looking to appoint a new Customer Care Administrator based out of our Salford offices. Basic Salary – between £28,000 – £32,000 per annum depending on experience. Pension, Life Assurance & much more. – Please see our generous remuneration packages below Marlowe Fire & Security’s Customer Care Team Leader’s Are responsible for leading and managing a team of customer care representatives, ensuring they provide best in class support to our clients. You will play a pivotal role in maintaining high service standards, driving team performance, and fostering a positive work environment. Your leadership will be key in handling escalations, monitoring key performance indicators, and implementing best practices to continually improve our customer service operations. Lead, mentor, and motivate a team of customer care representatives to achieve and exceed performance targets. Handle customer escalations and complex queries, providing solutions and ensuring customer satisfaction. Monitor team performance through KPIs and provide regular feedback and coaching to drive continuous improvement. Develop and implement strategies to enhance customer care processes and increase efficiency. Collaborate with other departments to resolve issues and improve overall customer experience. Prepare and present regular reports on team performance and customer feedback to senior management. Ensure compliance with company policies and procedures, maintaining a high level of professionalism and integrity within the team. Participate in the recruitment and training of new team members, ensuring they are well-prepared to meet company standards. Requirements Who We’re Looking For Marlowe Fire & Security consider our people our greatest asset. All we ask is that every Team Member take pride in what they do and demonstrate commitment to delivering the highest level of service to both external and internal customers. Therefore, in addition to having all the usual attributes of a great Marlowe Fire & Security employee, such as; a positive attitude, excellent communication skills, well presented and professional at all times, ability to work alone and as part of a team….. For this specific opportunity, we are looking for candidates who offer: Proven experience in a customer care or customer service leadership role. Strong leadership and people management skills, with the ability to inspire and develop a team. Excellent communication and interpersonal skills, with the ability to handle difficult situations with tact and professionalism. Solid understanding of customer care processes and best practices. Proficiency in using customer service software and tools. Ability to work under pressure and manage multiple priorities effectively. A problem-solving mindset with a focus on delivering positive outcomes for customers. Self-motivation, with a proactive approach to workload The ability to work independently with a passion to learn. Analytical in approach Experience of manipulating data using Microsoft Excel and other appropriate packages The ability to handle multiple priorities with a structured approach How we Attract, Reward & Retain Our Employees At Marlowe Fire & Security we recognise the importance of fairly rewarding our employees. We go above and beyond with our remuneration packages that not only meet the needs of a challenging economic climate, but we offer packages, benefits and incentives to support the broader needs of our people making their everyday lives and futures more comfortable. Basic Salary – upto £32,000 per annum depending on experience Royal London Pension Life Assurance 4x Salary Additional Day holiday for each full year of completed service (up to 25 days) Additional Birthday Holiday Paid Candidate Referral Scheme – up to £1,000 per referral, unlimited referrals. Employee Recognition Scheme Development and progression opportunities Free, secure on-site parking Free, on-site gym A Little More About Marlowe Fire & Security We operate nationally, across all industries in both commercial and domestic sectors, delivering a fire and security solution that responds to our customers particular needs. Our solutions are developed according to the industries we serve, addressing their unique compliance requirements, supporting them in maintaining their sites security and protecting their people. We have the luxury and benefit of being part of a wider group of businesses within the Fire Protection, Security & Building Management Systems industry, allowing us to share best-practice, learning & development academies, Human Resource specialists and knowledge for constant improvement across the critical service industry. Big enough to provide but small enough to care. Our Business Include: Alarm Communications Griffin Fire MJ Fire Marlowe Kitchen Fire Suppression Morgan Fire Protection Victory Fire Marlowe Smoke Control Hadrian Technology We strive to create a diverse, inclusive environment to encourage all our employees to be themselves. We celebrate what makes us unique and believe that adopting a culture of inclusion helps us to best serve our customers. We are committed to supporting equal opportunities, please inform us if you require any reasonable adjustments to enable you to participate in the recruitment process. Right to Work Regrettably, we are unable to offer Right to Work Sponsorship. If you do not currently have the Right to Work in the UK or will need additional support to extend your current Right to Work status, your application cannot be considered. #J-18808-Ljbffr