Job Details

Customer Service Team Leader

Ref
ADVCusTL
Region
North West
Location
Liverpool
Position Type
Full Time
Job Type
Experienced

What is the purpose of this role?

We’re passionate about ‘doing what we say for our people and our customers’. After all, one of our core values is ‘delivering great service’. We place importance on customer focus, and on doing business ethically and to the highest standards. So if you believe in providing excellent service and giving customers - and their customers - great experiences, we want to hear from you.

Reporting to the Customer Service Manager, you will be responsible for the effective delivery of customer service through a team of Customer Service Operators.

What makes this role unique?

You will be responsible for the general day to day management of the Customer Service Operators, ensuring all members of the team takes responsibility and ownership for progressing customer requests.

What will this role involve?

  • Part of a 24 hour team with a flexible approach to working
  • Monitor all aspects of customer service performance, increasing customer satisfaction
  • Assisting and supporting formulating, challenging performance and development objectives for all direct reports, providing regular feedback/coaching to ensure maximum potential is achieved
  • Ensure all members of the team takes responsibility and ownership for progressing customer requests to ensure queries/tasks/jobs/complaints are progressed to resolution effectively and efficiently
  • Ensure quality of team/task execution; ensure the team fully meets the needs of internal/external customers
  • Manage all email and web requests for each contract, paying particular attention to contract assigned
  • Be responsible for overall achievement of own Contract within the CXSC, taking ownership of the tasks in hand
  • Create a culture of continuous improvement
  • Leadership-ability to inspire motivate team to achieve high performance
  • Leading the teams/self through change
  • Setting achieving stretching targets
  • Driving quality and customer service ethos through call coaching call /task trend analysis/complaints
  • Ability to use differing mediums to communicate effectively
  • Undertake 121’s, email audits and team meetings as directed via CSM
  • First point of escalation for customers enquiries and complaints

What are we looking for?

Essential

  • Proven skills in leading a team
  • Contact Centre expertise
  • Encourage an environment in which personal and business development is seen as a key business imperative
  • Excellent communication and interpersonal skills
  • Multi-tasking in a fast paced environment
Desirable Skills
  • Presentation Skills
  • Reporting / Data Analytics
  • Embracing change as a way of working
  • Self-motivated, leads, motivates and enthuses team to achieve results
Experience
  • Contact centre / Call Centre / Administration experience
  • Experience in customer service, client relations, customer support
  • Experience in supporting operational performance
  • Knowledge and experience of working within strict ISO9000 polices and processes

About Amey

Everyone at Amey works together towards this common aim, which we call our ‘Better Places’ goal. We’re a commercial business which focuses on helping our customers to serve Britain. Making things better every day for people and communities is at the heart of the way we work.
 
Today we are one of the most diverse companies in our sector. So at Amey you can grow in a specific sector or broaden your horizons by applying your skills to a new sector. You may be surprised where an Amey career can take you.
 
Amey is an equal opportunities employer.