At a Glance
- Tasks: Lead a dynamic customer service team to deliver top-notch support and solutions.
- Company: Join UKSBS, a forward-thinking public sector service provider.
- Benefits: Competitive salary, inclusive culture, and opportunities for personal growth.
- Other info: Exciting transformation journey with great career advancement potential.
- Why this job: Make a real difference in customer service while developing your leadership skills.
- Qualifications: Experience in managing teams and a passion for customer service excellence.
The predicted salary is between 34101 - 34101 £ per year.
It’s an exciting time to join UKSBS as we transform our business to be the leading UK public sector business service provider. We aim to become a very different organisation over the next few years as we move to a modern multi-platform, digitally enabled organisation. We now have an exciting opening for an experienced Customer Services Team Leader to join the team. We make customer contact easy, convenient, and transparent for customers to enable a high-quality service to be delivered right first time, through our ‘single front door’ and appropriate triage.
Duties will include, but not be limited to the following:
- Provide team leadership and management to the customer service and IT team, to ensure the delivery of high-quality services to our clients.
- Monitor and evaluate team performance to ensure achievement of SLA’s, KPI’s and other service delivery targets.
- Handle escalated customer enquiries and complaints, providing timely and effective resolutions.
- Oversee daily operations, including scheduling, workload distribution, and task prioritisation.
- Use key KPI’s to guide areas of improvement through the creation of new customer service initiatives.
- Work collaboratively with other operational managers, stakeholders, and colleagues to share knowledge and best practice and develop solutions to improve service delivery.
- Promote an inclusive, customer centric and proactive team-based culture which identifies, communicates, and addresses customer needs.
- Maintain accurate records and documentation of team performance for compliance of any audits.
- Prepare reports and presentations for management as required.
- Deputise for the Operations Manager and your team when required.
To do this role well you will need:
- Demonstrable experience of pro-actively managing a performance driven team to achieve individual and service delivery SLAs consistently.
- Experience of working in a high-volume contact service environment.
- Proven working knowledge of CRM or equivalent systems.
- Focussed and driven to achieve success with the ability to confidently lead and motivate others.
- Excellent communication skills, both written and verbally, with the aptitude to build relationships with internal and external contacts and stakeholders.
- Strong customer service skills with a solution outcome focus to support strategic direction.
- Strong numeracy and analytical skills with the ability to interpret data and present MI.
- Knowledge of Service Now, Oracle or equivalent ERP systems would be highly advantageous.
Closing date for applications is Mon 5th October, with interviews taking place week commencing 12th October. Successful candidates may be required to undergo Security Clearance (National Security Vetting) as part of their employment. To meet these standards, applicants must normally have lived in the UK for at least the last five years and be able to satisfy background, identity and criminal record checks.
We are UKSBS. We are creating a place where people love to work, a culture where we lead, we change, we deliver and we empower our people to be curious, take action and add value. We look forward to hearing from you.
Customer Team Lead in Swindon employer: UK SBS Ltd
UK SBS Ltd is an exceptional employer located in Swindon, offering a dynamic work environment that prioritises empowerment and continuous improvement. Employees benefit from a strong focus on professional development, ensuring that team members grow their skills while fostering meaningful relationships with stakeholders. With a commitment to compliance and customer-centric service, UK SBS Ltd provides a rewarding career path for those passionate about payroll management in the public sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Team Lead in Swindon
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at UK SBS Ltd. 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 UK SBS Ltd 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 Customer Team Lead in Swindon
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 UK SBS Ltd:Your cover letter is your chance to shine! Tell us why you want to work at UK SBS Ltd 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 UK SBS Ltd!
How to prepare for a job interview at UK SBS Ltd
✨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.
