Customer Service Team Leader - Newbridge

Newbridge, Scotland, United Kingdom

12/19/2024

Application Deadline: 31 January 2025

Department: Commercial (Sales & Marketing)

Location: Linwood

Description

The Customer Service Team Lead plays a pivotal role in ensuring the smooth functioning of a customer service department by overseeing daily operations, mentoring team members and ensuring excellent service delivery to customers.

Key Responsibilities

• Deal with all customer enquiries and escalations in a professional manner.


• Demonstrate excellent customer service to customers over the phone and in writing.


• Resolve customer queries and escalations to customer's satisfaction.


• Complaint handling/investigating/resolution via phone and email.


• Update all relevant systems with accurate information, including supplier portals.


• Liaise with other areas of the business as and when required.


• Keep customers updated with the status of their request.


• Run customer/business reports as and when required.


• Work collaboratively as part of a team and share workloads.


• Cleanse customer records to ensure information is accurate and up to date.


• Manage teams planned absences and holiday cover.


• Perform return to work of unplanned absences/sicknesses.


• Drive performance of the team, reviewing KPI results of team and individuals.


• Engage in 1-2-1 sessions with each team member and discuss performance and areas for improvement(s).


• Complete team quality checks and report on results.

This is not an exhaustive list. You may also be required to carry out any other duties as required by the business that you are qualified/trained in that meet the requirements of this role.

Skills, Knowledge and Expertise

• Computer literacy with a sound knowledge of all Microsoft Office packages is essential.


• Previous experience of working as a Customer Service Advisor or line manager within the Customer Service sector is essential.

Why Work For Enva?

Enva is committed to providing more than just jobs, we want to grow our business by offering career paths that match the aspirations of the talent that is increasingly aware of the need to protect the planet we all share. For the right candidates, the possibilities are truly endless and we will offer all the support, training and benefits you need to help you realise your true potential.

Examples of Company Benefits:

• A competitive salary in a growing company committed to our people.


• A competitive holiday allowance.


• Company pension scheme.


• Enhanced family friendly policies.


• Employee Assistance Program


• Lifestyle & Leisure Discounts: Discounts for gym, leisure, cinema, shopping and many more…


• Employee Life Insurance.


• Bike2Work scheme.


• Free on-site parking.