Customer Service Team Leader Vacancy - Middleton, North Manchester
This is a full time, office based role.
JW
Lees have an exciting opportunity for a Customer Service Team Leader to join the established Customer Service
Team based from our Greengate Brewery in Manchester. This unique role will play
a vital role in supporting the Customer Service Manager and offering cover and
support to the team. Driving the
performance of the team, the
Customer Service Team Leader will ensure that team members are always exceeding their
KPIs as well as delivering the best possible customer service.
What we offer our Customer Service Team Leaders:
* Private medical with BUPA
* 30% discount on food and drink across our pubs and inns for you and friends and family
* Discounted stays in our hotels and inns
* Annual profit share, ensuring you share in the success of the company
* Wellbeing support with our Employee Assistant Programme
* Great opportunities to grow in your role and progress your career
Person specification:
* A minimum of two years’ experience of
working within a similar position.
* Organised and can prioritise, delegate
and manage duties effectively.
* An effective communicator, able to
build relationships at all levels of the business.
* Have a true understanding of what it
takes to succeed in a sale driven environment
* Warm, friendly and approachable and
able to represent the business in a professional manner.
* IT literate, with a strong knowledge in
Microsoft Office packages
* Advanced Knowledge of Excel.
* To be able to assist in the management
and leadership of a team to ensure exceptional performance.
* Confident, outgoing, fast paced,
results orientated, structured and organised.
* Positive and upbeat with a “can do
attitude”.
* Hardworking and self-motivated.
* Driven to work as part of a team.
* Flexible and adaptable.
Requirements:
* Work
closely with the Customer Service Manager to develop and implement customer
service policies and procedures.
* Assist
with the daily operations of the customer service team.
* Understand
all roles within the department to offer cover during holidays and
absence.
* Plan,
prioritize and delegate work tasks to ensure proper functioning of the
department as required.
* Handle
complex and escalated customer service issues.
* Produce
and analyse reports to see if customer service levels are being maintained.
* Liaise
with company management to support and implement growth strategies.
* Assist
with customer service projects and initiatives.
* Assist
with staff training and coaching needs.
* Understand
customer behaviour, needs and feedback and use this knowledge to design current
and future services.
About JW Lees
Proudly family owned and nearly 200 years old, JW Lees are the original modern, traditional brewer. With 150 pubs, inns and hotels across the North West and North Wales, we are passionate about great beer, fantastic food and memorable experiences.
We put people at the heart of our business, always doing the right thing and always sticking together. Our six values are at the heart of everything we do:
Proud - Savvy - Honest - Passionate - Personal - Together