Customer Service Team Lead

Job Title: Customer Service Centre Team Leader

Salary: Up to £35,000

Hours per week: 35

Location: At IOSH, we embrace hybrid working because we believe it's the key to achieving work-life balance, strategic success and fostering our collaborative culture. You’ll be required to work from our head office in Wigston, Leicester a minimum of 2 days per week (one of which will be a Tuesday). The remainder of your working hours will be undertaken from home.

Closing date: 03 January 2025

About the role

We are seeking a passionate Customer Service Centre Team Leader to join IOSH at the forefront of a major transformation. In this role, you will be pivotal in leading a committed team, ensuring a high quality of service to IOSH members, applicants to membership, licensed training providers, prospective training providers and delegates.

Your management background working in a fast paced contact centre will be vital when coaching and developing your team to provide an expert, knowledge-based support service to our customers.

With your inquisitive mindset you will identify, develop and implement customer service process improvements with a view of continuously developing our service.

This is a key role where your contributions will be instrumental in delivering our strategic priorities and advancing our 5-year strategy, Activate 2028.

Join us and be a part of a dynamic team driving forward our customer experience.

What you'll bring

The ideal candidate will possess exceptional team management skills, be highly organised, and have experience in streamlining complex manual processes. They will be customer-focused and committed to leading their teams in delivering service excellence throughout the entire customer journey.

You will have the ability to work in a responsive and customer focused manner and be able to identify and effectively respond to the diverse needs of both internal and external customers.

You will have excellent organisation, and time management skills with proven experience in communicating complex concepts via telephone, face-to-face and in writing. Experience of successfully delivering to identified targets with minimum supervision is also a must.

To succeed in this role, the successful candidate will also have experience of supervising and motivating others evaluating work performance and providing feedback and guidance.

Essential criteria

• Excellent of managing a team and/or project
• Experience of supervising and motivating others evaluating work performance and providing feedback and guidance
• Experience of presenting to large and small audiences using PowerPoint or other presentation tools
• Experience of working without direct supervision inside and outside of the normal office environment
• Experience of using multi-relational databases and manual processes
• Experience in complaint handling and management
• Experience of coaching and people development
• A minimum of 5 GCSE at grade C or above, including Maths and English Language (or equivalent)

What's in it for you?

Our colleagues are supported and enabled to bring their best selves to work, to deliver exceptional outcomes. We recognise this by offering a comprehensive benefits package including:

• Hybrid working and flexibility to ensure a positive work-life balance
• 25 days annual leave (plus bank holidays) increasing with length of service, with the option to buy more
• Salary sacrifice pension scheme, minimum of 3% employee contribution whilst IOSH contribute 5%
• Individual performance related pay scheme
• Private medical insurance and healthcare cash plan covered by IOSH
• Up to five volunteering days per year
• Employee Assistance Programme to support you and your dependent's wellbeing

About us

The Institution of Occupational Safety and Health (IOSH) is the world’s Chartered body for safety and health professionals.

We know that diversity of thought, culture, perspective, and background are vital for our vision. We believe in a completely personal environment, where you’re treated like you want to be treated. No matter who you are, you can be yourself at IOSH.

We are proud to be a disability confident employer, and guarantee to interview all disabled applicants who meet the minimum essential criteria for the vacancy.

Find out more about how we advocate for, and support health and safety professionals worldwide to create a safer and healthier world of work by visiting www.iosh.com.

How to apply

To apply, you'll need an up to date CV and some additional time to complete the application questions so we can find out more about you and your experience. Just click on the apply button below.

If you want to find out more about IOSH please visit our website, or if you have any queries about the role or recruitment process please reach out to people@iosh.com.