Customer Service Team Leader (7036)

Overview

Customer Service Team Leader (7036) role at Cromwell, based at the Head Office in South Wigston. You will lead a team of Advisors and provide leadership, coaching and support to deliver best-in-class customer service for a dedicated region.

Responsibilities

• Lead and develop a team of Customer Service Advisors, delivering best-in-class service for a dedicated region.
• Provide leadership, support and ongoing coaching to drive performance and high standards.
• Monitor resource levels and keep the Customer Service Manager updated on staffing and performance.
• Drive employee engagement and foster a positive, collaborative environment.
• Support personal growth and development of team members, maximise learning opportunities and facilitate 1:1 reviews and IDPs.
• Contribute to continual improvement and innovation as part of Cromwell\’s change agenda.
• Resolve customer dissatisfaction using experience and passion for customer experience when needed.

Benefits

• Competitive annual leave allowance with annual purchase scheme
• Hybrid-working opportunities
• Monthly-paid Customer Service bonus
• Group Personal Pension
• Company Funded Healthcare Cash Plan
• Yearly company bonus
• Cycle to work scheme
• Commitment to employee development plans
• 24/7 Wellbeing and Employee Support

Other benefits include: Company Sick Pay, Company Maternity & Paternity Pay, Discount Benefits Platform and Discounted Cromwell Products.

Qualifications

• Previous leadership/supervisor experience
• Proven experience of working in a contact centre or customer service environment with telephony service
• Ability to lead and develop your team to success through effective coaching and performance management
• Ability to identify challenges/problems and provide solutions for the benefit of the customer, and the team
• Effective verbal and written communications
• Strong stakeholder management and relationship building skills
• Proven IT skills including MS Office suite and data analysis

Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Other
• Industries: Retail Office Equipment

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