Customer Service Team Leader
Our Corporate Customer Service Team based in Birmingham is looking for a Team Leader to support them with on-the-day queries and to be the first point of contact for all customer escalations.
Servicing our customers, actively promoting an organisational culture that values, reinforces and strives to continuously improve the customer experience should always be the focus, when supporting with leading the team.
This is a great opportunity to be part of a team, liaise with customers, identifying customer needs, building rapport, and offering solutions.
Applicants must have an excellent telephone manner and excellent written communication skills, with the ability to follow all queries through to resolution in a professional and courteous manner.
What will I be doing? Supporting the wider Corporate Birmingham team with on-the-day queries
Supporting the Customer Service Senior Advisor and Customer Service Manager
Be the first point of contact for all customer escalations
Liaise with Account Managers and internal departments to proactively support the team in resolving customer queries and complaints via first contact resolution
Dealing with Ad hoc requests as required
Communicating goals and deadlines to team members
Planning workloads and delegating tasks
Creating a productive work environment for the team using trust and other appropriate strategies
Assessing team performance and providing feedback to employees
Assisting with recruitment and training employees
Assisting with the daily operation of the organisation
Performing customer service functions, including interacting with customers and answering questions
Providing the team with information about recent developments, programmes and policy changes
Skills and qualifications required: Educated to a grade C or equivalent in GCSE in English
At least one year's experience in customer service
Professionalism at all times
Guiding, monitoring and leading a team
Inspiring positive communication
Ability to set clear goals and deadlines
Delegation of tasks
Equipped to motivate team/individuals to achieve specific objectives and goals
Capable of measuring team and individual performance and create an atmosphere that promotes growth
Able to collaborate to complete projects successfully and on time
What are we looking for? An individual who can work to deadlines and prioritise workload
Knowledge of computer applications and other business-specific software
A friendly, patient and a good listener
A great communicator and team player
Someone who can work in a fast-paced environment
Someone who has attention to detail
Enthusiasm, drive, motivation, and a passion for Customer Service
Able to lead by example and always remain confidential, with a duty to protect privileged information and to share entrusted information responsibly
Leadership skills
Outstanding communication skills
Interpersonal skills and ability to resolve issues
Excellent customer service skills
Employee training experience
Location:
Birmingham B1
The Company
evo - a powerhouse of brands.
evo Group of Companies is the UK and Ireland's largest multi-channel business supplies and services distributor. We operate a centralised distribution network, with distribution centres around the UK and Ireland, complemented by regional cross-dock sites. Our unrivalled logistics platform includes hundreds of our own delivery vehicles, efficiently delivering a vast range of essential goods to workplaces across the nation.
We recognise that our people are at the heart of our culture here at evo and we are proud to employ over 2,000 people across our industry leading brands:
VOW Wholesale, VOW Ireland, Banner, Complete, Premvan, Truline & Staples .
The Benefits
• Flexible working
• Pension contributions
• Cycle to work scheme
• Employee Assistance Programme
• State of the art IT equipment
• Volunteer days
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