At a Glance
- Tasks: Lead a customer support team to deliver exceptional service and drive performance.
- Company: Join Square Peg Associates, a top recruitment consultancy in the North West.
- Benefits: Enjoy competitive salary, 25 days holiday, private healthcare, and flexible working.
- Other info: Opportunities for learning, development, and career growth in a supportive environment.
- Why this job: Make a real impact by leading a dynamic team and enhancing customer experiences.
- Qualifications: Exceptional communication skills and strong administration experience required.
The predicted salary is between 24750 - 30250 £ per year.
We are looking to recruit a Customer Service Team Leader to join our Burnley branch, based within our prestigious offices, working a Monday to Friday office hours operation.
About the Role
The Customer Team Leader will ensure the contact centre operations deliver the required performance, being committed to delivering a great customer contact experience through a variety of customer contact channels which might be; phone, email, in person or written correspondence. Assessing resourcing requirements and supporting the day-to-day activity, you’ll support the Management team in the delivery and achievement of the business plan and lead colleagues on your team to develop best practice and implement change. You’ll drive a culture of ‘right first time’, as well as assisting and working alongside the Customer Performance Manager to manage the KPI’s and ensure SLA’s are adhered to. The customer is not always right, though you will always make them feel valued and give accurate and concise customer support. You’ll resolve complaints and acknowledge compliments by consistent liaison with the wider marketing team, implementing action plans to address any areas of dissatisfaction. You’ll communicate and manage annual leave and absences and use initiatives to develop, coach and mentor the team, to encourage and get the best out of them.
About You
With exceptional communication skills, you’ll be able to establish and maintain effective customer relationships and be confident when it comes to presenting to a range of people and groups. You’ll have strong administration skills, a good working knowledge of Microsoft Office and above all, an excellent customer focus.
Benefits
- Competitive Salary
- 25 Days Holiday & Bank Holidays
- Contributory Pension Plan
- Private Healthcare
- Life Assurance
- Maternity & Paternity Pay
- Work Perks & Discounts
- Flexible Working & Flexible Bank Holidays
- Learning & Development Opportunities
- Wellbeing & Occupational Health Support
Join this dynamic team and contribute to the continued growth! If you’re an ambitious individual with a passion for your work, we’d love to hear from you.
Team Leader (Customer Support) in Burnley employer: Square Peg Associates
Square Peg Associates is an excellent employer, offering a supportive and hands-on work environment that fosters professional growth and development. With a diverse client base and opportunities for career progression, employees can expect to enhance their skills while enjoying benefits like flexible working hours, free parking, and a company pension. Located in Bolton, this role provides a unique chance to engage directly with clients across various sectors, making it a rewarding place for ambitious individuals looking to make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Team Leader (Customer Support) in Burnley
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Square Peg Associates. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Square Peg Associates before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Team Leader (Customer Support) in Burnley
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Square Peg Associates:Your cover letter is your chance to shine! Tell us why you want to work at Square Peg Associates specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Square Peg Associates!
How to prepare for a job interview at Square Peg Associates
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
