Customer Service Team leader

Overview

Capita Staffordshire, United Kingdom

This is a hybrid, full-time role based in Stafford. The position is 37.5 hours per week, Monday to Friday between 8.00 am and 8.00 pm with some Saturday shifts between 9:00 am and 5:00 pm. You will be expected to be in the office during training periods, plus every Thursday. This is a non-sales environment, taking inbound service calls. You will be required to travel monthly to Belfast to meet with our wider Team and other Team Leaders.

This role is for a Customer Service Team Leader to join our Enquiry Centre team.

You will be paid a base range that will be discussed with your recruiter based on skills and experience.

What you’ll be doing

• 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
• Driving employee engagement
• Ensuring all KPIs are met
• Hiring, training, assigning, directing, and evaluating staff

What we’re looking for

• Contact centre experience either as a senior customer service adviser or team leader / deputy / manager. We will consider applications from senior Customer Service advisers who can demonstrate some of the key competencies listed below
• Experience providing feedback on the quality of work across a team, conducting 1:1s, training and coaching as required
• Ability to monitor & manage KPIs, productivity, quality outputs/contractual SLAs and call volumes
• Ability to read and interpret MI data using telephony and CRM data, and to prepare reports for the senior manager
• Process improvement and change management experience

About HAAS

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 is to understand how an illness or disability affects daily life. After the assessment, the DWP/DfC decides eligibility for benefits. HAAS is delivered on behalf of the DWP & DfC by Capita.

What’s in it for you

• 25 days’ holiday (rising to 27) with the opportunity to buy extra leave
• Paid day out of the office for volunteering or a cause of your choice
• Auto-enrolment to our company pension, life assurance, cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks, and more
• Voluntary benefits across retail, health & wellbeing, travel and technology
• Access to Employee Network Groups supporting diversity and inclusion
• Flexible or remote working options where available, or discussion about options
• Access to the Headspace app for you and up to 5 family or friends

Join Capita

At Capita, your career can grow across disciplines and sectors. We’re committed to your growth and offer opportunities to expand your skills, explore new paths, and advance your career.

Join us and discover a career with purpose. #CareersWithPurpose

Customer first, always. Fearless innovation. Achieve together. Everyone is valued.

What we hope you’ll do next

Choose \’Apply now\’ to fill out our short application so we can learn more about you.

Equal opportunities and adjustments

Capita is committed to an inclusive, barrier-free recruitment process and working environment. We are an equal opportunity and Disability Confident employer. If you need adjustments during the recruitment process, please email reasonableadjustments@capita.com or call 07784 237318.

We would particularly welcome applications from people who are from Black, Asian and other ethnic minority backgrounds. For more information about equal opportunities and adjustments, please visit the Capita Careers website. If you have questions not related to adjustments, email our Talent Acquisition team at CPScareers@capita.com.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Customer Service

Industries

• Office Administration and Telephone Call Centers