Customer Relations Team Leader

Salary: £36,600 per year

Our Central Bedfordshire located award winning client is looking for a Customer Relations Team Leader to join them.

Salary: £36,600

Benefits: free parking, enhanced pension, on site gym, subsidised canteen, 31 days holiday (inc bank holidays), potentially additional Christmas and/or New Year due to reduced staff requirements

Location: office based

Hours of Work: Mon – Fri 35 hours pw (between 9am – 5pm)

Overview of the Role:

To ensure the group companies stakeholders receive an excellent experience at all times through the effective management of a team of Customer Relations Executives (8 FTE).

To continually seek ways of improving the experience for customers/consumers across all the group company.

Responsibilities and Duties:

* Through the effective day to day management of your team of CR Executives ensure all service targets are achieved.

* Ensure all team and individual objectives are set, understood, measured and feedback on performance, given through regular team and 1-2-1 meetings.

* Empower CR Executives to deliver the best service possible.

* Provide management reporting on the performance of your team both collectively and individually.

* Ensure the quality of service targets are met by your team through effective feedback, coaching and mentoring.

* To allocate and monitor workload across the team to ensure our service targets are achieved at all times.

* To assist with the recruitment and training of new members of the team.

* To ensure all agreed processes and procedures are followed.

* Ensure engagement of the CR Executives, measured through the Best Companies process, improves year on year.

* To manage and resolve escalated complaints where necessary.

* To manage, support and mentor your team ensuring that all HR policies and procedures are adhered to.

* Undertake any other duties as appropriate within their competence as required

What is required from the Right Person?

It is essential you have experience of managing a team within a business to business customer service / call centre environment

Ideally, qualifications in Customer Services (NVQ level 3 or equivalent)

You will have a strong drive, passion and commitment to excellent customer care and a drive to constantly drive improvement

You will be a great team player, leader and motivator always looking to develop on best practice and lead by example

You will possess excellent organisational and planning skills ensuring all activities are achieved to the highest level

You will be a self-starter that can use your own initiative and drive to get things done professionally and in a timely fashion

You will have excellent communication skills both verbal and written

You will have excellent IT skills esp. MS Word and Excel

Ideally, you will have an understanding of regulatory requirements and constraints under which the certification bodies operate

This really is a great team and company that offers not only a competitive package but a great opportunity, so if you think you are the right person with the right attributes and experience, then please send your CV to James Newbury Appointments. We will endeavour to respond within 5 working days but if we do not, unfortunately you have not been shortlisted on this occasion but please do keep an eye for other opportunities we will be recruiting for as we would love to work with you if we can.