Customer Service Team Leader

Customer Service Team Leader
Fixed-term position, Full-time, Mon-Fri (37.5 hours)

Everything we do at VUE is for our customers and maintaining good, solid, positive relationships with these customers is vital to our success. The Customer Service Team Leader has a large responsibility for ensuring this happens as they are accountable for the quality of service delivered to our customers. This accountability is delivered through the team leadership of our customer service team, and their interaction with resolver groups for tickets.

The role holder will be accountable for demonstrating and maintaining a high level of service performance to our customers and contribute to the overall customer experience. Professional and caring external communication to our customers is key, with customer complaints being dealt with in a timely and sensitive manner to protect and promote VUE’s customer relationships. To maintain a high level of service performance, our customer service teams need to operate at a high standard every day and a key part of this role is to monitor, support, feedback, train and ultimately continuously improve our people and processes across this team.

This role is a leadership role where VUE’s standards should be applied each and every day across the customer service department and the role holder should lead from the front with this by demonstrating our high standards every day. As a leader, there should be a clear vision for the customer service team members at all times, aligned with their KPIs to ensure that team members have something to aim for and feel part of team wins and losses. A clear sense of care for team members is vital in this role and the role holder should be a key motivator within the team and the wider business. Quality, timely, clear and concise communication is crucial in the role.

We would love to welcome you to our Salford office, working hours of 37.5 hours per week.

Your responsibilities day to day will be…

• To ensure delivery of excellent service to our customers in line with ISO 9001 standards.
• Define and deliver internal management information reporting across your teams.
• To act as an incident manager for issues that are considered complaints, urgent or high priority within your teams and feedback these issues to Head of Operations and the wider business.
• To assist account managers in their service reviews if required i.e when a customer service project is undertaken or a sequence of complaints for a similar customer appears to help maintain a healthy and positive service relationship with our customers.
• Continued improvements in processes and documentation
• Have a key role in recruitment and conduct training and onboarding for new starters
• Attend bi-weekly team leader meetings to represent your teams
• To be responsible for the flow of workload through the orderbook where required.
• Manage workflow allocation of the customer service team ensuring effective/ timely customer communication on queries.
• Manage the performance of individuals within the customer service team, though ticket reviews regular 1-2-1's and end of year reviews.

What do we expect of you?

• Proactive
• Desire to learn, improve and progress
• Team player who is confident and a self-starter, with the ability to operate in a dynamic environment
• Demonstrable experience with incident and/or business issue management
• Ability to demonstrate excellent attention to detail, good judgement showing logical decision making
• Good communication and interpersonal skills
• Proven ability to work under pressure, able to make and meet date driven commitments.
• Robust and resilient
• Strong focus on continuous improvement
• Good planning and organisational skills

What can you expect of you?

• A friendly culture that mirrors our proposition to our customers.
• A fast-growing organisation that defines itself as being agile and innovative
• A drive for continuous improvement, which you will be empowered to get behind from day one.
• A hard working, fun, efficient, respectful, positive, supportive, innovative, and ambitious environment
• A commitment to building an environment that welcomes individuals who embrace progressive values and a 'One Team' ethos.

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