Job Description

About The Role

Customer Service Team Leader

Birmingham Business Park

Mon-Fri 08.30 - 17.30

32,953 per annum

Purpose of the role:

The role of Customer Service Supervisor is to lead, develop and engage their team to deliver high performance demonstrated by the delivery of customer, commercial and people objectives.

Reports to:

Customer Service Manager

Stakeholders:

All BCA employees, Account Holders, Customers

Responsibilities

To lead day to day team operations to deliver against our business objectives through a culture of coaching, celebrating success and performance management Be a role model who effortlessly embeds our values and behaviours throughout the team, proudly representing The BCAL brand Champion a culture of great conversations every time, exceeding customers' expectations and working to continuously improve the customer journey Be accountable for the achievement of individual and teams' commercial objectives to support profitable business growth through performance management To raise people and team capability by facilitating personal development plans to unlock potential and support talent succession To deliver agreed service level objectives through effective management of Contact Centre teams Achieve great employee engagement through effective communication, demonstrated by recruitment, development, performance management, good attrition, and absence Deliver a fair and consistent application of all HR policies in a timely and constructive way Use customer and business insight management information (MI)to understand trends and understand trends to identify and measure improvements through performance variance reduction Ensuring accurate reporting is provided to B2B customers in conjunction with Operational Account Managers To act as a point of contact for B2B customers, proactively building and maintaining relationships in conjunction with Operational Account Managers Arranging and attending meetings with B2B customers to enhance working relationships and maximise business opportunities Work with wider business team to develop processes for the introduction of new customers Assist in the resolution of any customer complaints and concerns, completing root cause analysis, taking corrective action to prevent reoccurrence. Working closely with Driver Operations to deliver great customer outcomes, resolving internal and customer queries Provide day to day support to Customer Service Manager Deputise for Customer Service Manager in their absence

Skills & Experience

A driven and goal-oriented person who loves to succeed A problem solver who adopts a solutions-based approach A positive, forward thinking and innovative approach A leader who is able to inspire, motivate and engage others to succeed An excellent coach able to lead, mentor and effectively develop others Strongly Customer Service focused with a high standard of customer service ethics Well organised and disciplined to manage workloads and priorities to achieve deadlines An excellent communicator with strong communication skills verbally and in writing A strong team player * Highly motivated and energetic