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- Tasks: Lead a team to deliver top-notch customer service and manage complaints effectively.
- Company: Join Rainbow Restoration UK, a leader in facilities services dedicated to excellence.
- Benefits: Enjoy a competitive salary, career development opportunities, and a supportive work environment.
- Why this job: Be part of a dynamic team that values innovation and personal growth while making a real impact.
- Qualifications: Strong organisational skills, leadership potential, and a passion for customer service are essential.
- Other info: Full-time role with opportunities for professional development and a chance to make a difference.
The predicted salary is between 28000 - 36000 £ per year.
1 day ago Be among the first 25 applicants
Salary: Band E, 32k+ Dependent on Experience
Main Purpose:
A great opportunity has arisen for a Customer Service Team Leader to provide clear, accurate and consistent support to the Customer Service and Complaints team.
The main objective of this role is to support the Operations Manager deliver consistent high levels of service, working with the franchise network, clients and customers.
You will be focused on streamlining processes to drive efficiencies to deliver a best in a class level of customer service. You will be expected to be proactive whilst applying excellent communication skills, exceptional organisational skills, providing innovative ideas, whilst leading by example to keep in line with our company strategy, vision, values and goals.
Additionally, you will manage the complaints handler to ensure that are handled in accordance with both client and regulatory requirements ensuring our approach is timely fair and reasonable.
Key Responsibilities will involve, but not be limited to, the following:
- Monitor team attendance and performance against objectives agreed in appraisals and 121 review meetings in line with performance management arrangements, whilst taking a lead role in developing personal development plans. Dealing with any recruitment and disciplinary matters that may arise.
- Undertake the functions of a Customer Service Representative to support the team as required.
- Oversee and drive the customer service levels, KPI’s and compliance in adherence with our business vision, managing and escalating branch performance as appropriate.
- Monitor the updating of external clients’ systems.
- Continually review and update Customer Service function processes to ensure positive customer care.
- Provide clear, accurate and consistent guidance to ensure that all customer enquiries are sufficiently actioned in line KPI’s
- Carry out monthly performance reviews on call recordings and instructions to ensure attention to detail has been applied.
- Support and motivate the team in their area of responsibility by providing coaching and training where required.
- Monitor and delegate the required customer service duties to team members ensuring all tasks are completed.
- Responsible for implementing and updating procedures and processes within areas of responsibility.
- Ensure our complaints are handled in accordance with client and regulatory requirements and settled quickly.
- Ensure complaint investigations are carried out in a detailed and professional manner, ensuring root cause issues are fed back into the network.
- Ensure client and internal MI is issued in a timely manner
- Such other duties as may reasonably be required within your capability consistent with the Terms and Conditions of your employment and as requested by the Operations Manager.
- To promote and work in a safe manner in order to satisfy Health and Safety Legislation and avoid accident or injury to people, machinery or property
- To provide support to any Out of Hours telephone query for urgent claims ensuring our service is seamless. Mange the OOH provider relationship holding regular performance reviews.
Skills & Experience
- Excellent organisational skills and the ability to communicate and work efficiently with customers; employees and teams at all levels, as well as using your own initiative to prioritise deadlines.
- Ability and capability to lead and motivate people to deliver claim excellence
- Accurate data entry, with the ability to review and create reports of collated data;
- A high-level focus on the achievement of targeted results.
- A high level of flexibility and ability to multitask and organise tasks within a team.
- Leading by example, demonstrating the “can do attitude”, whilst going above and beyond is key to the success of this role.
- Working towards or an appetite to achieve a Team Leader qualification.
Seniority level
-
Seniority level
Mid-Senior level
Employment type
-
Employment type
Full-time
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Industries
Facilities Services
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Customer Service Team Leader employer: Rainbow Restoration UK
Contact Detail:
Rainbow Restoration UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Leader
✨Tip Number 1
Familiarise yourself with the key responsibilities outlined in the job description. Understanding the specific tasks, such as monitoring team performance and handling complaints, will help you demonstrate your relevant experience during the interview.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've motivated teams in the past. Be ready to discuss how you can lead by example and drive customer service excellence, which is crucial for this role.
✨Tip Number 3
Research the company’s values and vision. Aligning your answers with their goals during the interview will demonstrate that you are a good cultural fit and genuinely interested in contributing to their success.
✨Tip Number 4
Prepare to discuss your approach to streamlining processes and improving efficiencies. Think of specific strategies or ideas you could implement to enhance customer service levels, as this is a key focus of the role.
We think you need these skills to ace Customer Service Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and team leadership. Use specific examples that demonstrate your organisational skills and ability to motivate a team.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention how your skills align with their objectives, particularly in streamlining processes and delivering high levels of customer service.
Highlight Key Skills: Emphasise your excellent communication skills, ability to multitask, and experience in performance management. Provide concrete examples of how you've led teams to achieve targeted results.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for the Customer Service Team Leader role.
How to prepare for a job interview at Rainbow Restoration UK
✨Showcase Your Leadership Skills
As a Customer Service Team Leader, it's crucial to demonstrate your ability to lead and motivate a team. Prepare examples of how you've successfully managed teams in the past, focusing on your coaching and training experiences.
✨Emphasise Communication Abilities
Excellent communication is key in this role. Be ready to discuss how you effectively communicate with customers and team members at all levels. Consider sharing specific instances where your communication skills resolved issues or improved team dynamics.
✨Highlight Process Improvement Experience
The job requires streamlining processes for efficiency. Think of examples where you've identified inefficiencies and implemented changes that led to better customer service outcomes. This will show your proactive approach and innovative thinking.
✨Prepare for Performance Management Questions
Since you'll be monitoring team performance, be prepared to discuss your experience with performance management. Have examples ready of how you've set objectives, conducted reviews, and handled any disciplinary matters effectively.