Job Description

The Role

The key focus within this position will be taking responsibility for the day-to-day running and supervision of the shift, ensuring smooth operations at all times within a 24/7 business process outsourcing (BPO) environment. This includes monitoring, leading, and managing shift performance to maintain high service standards, tracking performance statistics, and providing advice and guidance to the team. As the business operates 24/7, the role will involve working a mixture of daytime, evening, night, and weekend shifts each week. The role will also be expected to provide regular updates and overviews to the management and leadership team to support the overall operational function of the business. In addition, Team Leaders will take responsibility for delivering key HR processes, such as conducting absence meetings, including Return to Work (RTW) interviews, and addressing performance and conduct issues as required. Throughout all aspects of the role, Team Leaders are required to represent and promote Lemon's core values:

Quality, Trust, Team, Passion, Empathy, and Gratitude

.

Responsibilities

Taking responsibility for the day-to-day running and supervision of the shift, ensuring smooth operations at all times Monitoring shift performance to maintain service standards Handling and logging customer interactions including calls, emails, web-chat, and messages, escalating jobs or call-outs as required Delivering a quality customer service experience on behalf of our clients Offering a personalised approach to each individual by listening to customers' needs and providing tailored advice and guidance Using a wide variety of software systems, portals, and CRMs to raise and dispatch jobs and call-outs directly to our clients Organising and prioritising tasks for the team, particularly during busy periods, to ensure urgent matters are handled quickly and efficiently Supporting with training and providing ongoing coaching and guidance to team members Conducting Return to Work (RTW) conversations and supporting employee wellbeing Addressing performance and conduct issues in a timely and professional manner Understanding and complying with our Quality Management and Information Security Management standards

Our ideal candidate will have...

Strong management and leadership skills Excellent verbal and written communication skills A genuine passion for delivering a quality customer service experience Ability to listen effectively and adapt approach to meet customer needs Strong teamwork skills with the ability to co-operate and collaborate effectively Problem-solving skills with the ability to resolve issues quickly and efficiently Confident in using computers, systems, and related technology effectively Flexibility with working hours to meet operational needs Previous customer service experience (advantageous but not essential) Resilience and the ability to remain professional when dealing with difficult issues

What's in it for you?

Holiday Entitlement

- 5.6 weeks holiday (including bank holidays) plus a length of service annual leave allowance

Wellbeing & benefits

- access to our Employee Benefits Programme

Growth & development

- ongoing coaching, feedback, and support to help you progress and achieve your goals

What's next?

Send us your CV through Indeed A covering letter is optional If you would like to discuss the role in further detail, please contact our recruitment team on

01642 662772

Come and join our 'Zesty' team!

Job Types: Full-time, Permanent

Pay: 26,520.00 per year

Benefits:

Company pension Employee discount On-site parking Referral programme Store discount
Work Location: In person