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- Tasks: Lead and inspire a team to deliver exceptional customer service and resolve complaints.
- Company: Join a dynamic company focused on making a positive impact in customer care.
- Benefits: Full training, career development, and a supportive work environment.
- Why this job: Make a real difference in people's lives while developing your leadership skills.
- Qualifications: Strong leadership, communication skills, and a passion for customer satisfaction.
- Other info: Opportunity for personal growth in a fast-paced, collaborative setting.
The predicted salary is between 28800 - 43200 £ per year.
Are you passionate about making a positive impact on people's lives? Do you thrive in a dynamic and fast-paced environment? If so, we have the perfect opportunity for you! Join our team as a Customer Care Team Leader and embark on a fulfilling journey where your skills, dedication, and passion for customer satisfaction will be the driving force behind your success.
Main areas of responsibility:
- Lead and motivate team members towards best performance for the customer and the business.
- Work in collaboration with team leaders and senior advisors ensuring all day-to-day duties and responsibilities are completed in a timely manner.
- Ensure all enquiries are dealt with efficiently and escalations and complaints are dealt with promptly and in a professional manner.
- Support and assist team members to meet their KPI targets.
- Analyse daily team reporting and statistics on SLA’s and KPI’s.
- Look for continuous ways of improving performance within the customer care team.
- Maintain daily reports on staff attendance, holidays and absence.
- Help and develop a culture of high performance across the customer care team.
- Encourage and motivate colleagues with support on difficult situations.
- Identify areas of improvements within the team considering the processes and communication with carrier partners.
- Complete regular 121’s with customer care team members.
- Support with annual appraisals and assisting in objective settings.
- Conduct regular quality checks for customer care advisors’ performance and feedback as part of the monthly 121’s.
- Work closely with the Customer Care trainer to identify training and development requirements for the team.
- All other reasonable requirements as specified by Senior management.
Education & Experience:
- Passionate about understanding and improving the customer experience to drive pro-active productivity.
- Ability to see both the big picture and smallest detail.
- Excellent leadership skills.
- Strong ability to impact and influence.
- Ability to work under pressure.
- Inspirational, effective, and approachable.
- Good level of English and Maths.
- Strong IT Skills – Microsoft office.
- Adept in use of IT systems.
Personal:
- Self-Motivated with an ambition to succeed.
- Confident, resilient, and reliable.
- Excellent interpersonal understanding and excellent communication skills.
- Listens to and values the opinions of others.
- High level of integrity, trust and respect.
- Good time management skills and well organised.
- Ability to make decisions.
- Good problem-solving skills.
- Adaptable and flexible with a positive ‘can do’ approach.
- Challenges assumptions and encourages change.
Customer Services Team Leader in Warrington employer: GFS (Global Freight Solutions Ltd)
Contact Detail:
GFS (Global Freight Solutions Ltd) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Services Team Leader in Warrington
✨Tip Number 1
Get to know the company culture before your interview. Check out their social media and website to see how they interact with customers and what values they promote. This will help you tailor your answers and show that you're a great fit for their team.
✨Tip Number 2
Practice your leadership skills in mock interviews. Think about how you would motivate your team or handle a difficult customer situation. We want to see your passion for customer satisfaction and your ability to inspire others!
✨Tip Number 3
Network like a pro! Reach out to current or former employees on LinkedIn to get insider tips about the role and the team. They might share valuable insights that can give you an edge during the interview process.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the position. Plus, it keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Customer Services Team Leader in Warrington
Some tips for your application 🫡
Show Your Passion: Let us see your enthusiasm for making a positive impact on people's lives. Share specific examples of how you've gone above and beyond for customers in the past. This will help us understand your dedication to customer satisfaction!
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your leadership skills and experience in motivating teams. We want to know how you can inspire others and drive performance, so don’t hold back!
Be Professional and Personable: While we love a friendly tone, remember to keep it professional. Use clear language and structure your application well. This shows us that you can communicate effectively, which is key in this role!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at GFS (Global Freight Solutions Ltd)
✨Know Your Customer Care Stuff
Make sure you brush up on customer service principles and best practices. Understand how to handle complaints and motivate a team, as these are key aspects of the role. Being able to share examples from your past experiences will show that you’re not just talking the talk.
✨Show Off Your Leadership Skills
Prepare to discuss your leadership style and how you've successfully motivated teams in the past. Think of specific instances where you’ve resolved conflicts or improved team performance. This will demonstrate your ability to lead and inspire others.
✨Be Ready for Scenario Questions
Expect questions that put you in hypothetical situations, like dealing with a difficult customer or managing team dynamics. Practise your responses to these scenarios so you can showcase your problem-solving skills and adaptability during the interview.
✨Ask Insightful Questions
Prepare some thoughtful questions about the company culture, team dynamics, and expectations for the role. This shows your genuine interest in the position and helps you assess if it’s the right fit for you. Plus, it gives you a chance to engage with the interviewer!
