We are currently looking for a Customer Service Team Leader to join our UK Customer Service - General Enquiries Department based at our Headquarters in Steeton (West Yorkshire, UK).
Working hours: Monday to Friday 8.30am – 5.00pm (a degree of flexibility is needed for this role).
Starting salary: £24,000 - £26,000 per year Dep on Exp Plus team incentives.
Key responsibilities include:
1. Monitor all calls coming into the department by hitting and maintaining the KPI target - this includes the running of reports and the walking of the floor to make sure all coordinators are active.
2. Conduct performance reviews and monthly 1-to-1's.
3. Listen to calls live to identify and provide training in areas of customer service delivery.
4. Work closely with the other Team Leaders to reduce and prevent complaints into the department.
5. Ensure that all your team follow through company policies and procedures.
6. Work closely with the Service Manager/Assistant Service Manager to implement and oversee new ideas and processes.
7. Ensure all office staff have the relevant skill set to succeed.
8. Identify and resolve problems that affect customer service quality and efficiency.
Skills and Experience:
1. Customer service experience in either a Team Leader or Managerial capacity.
2. Must have a high level of customer service acumen.
3. Good listening skills.
4. Word, Excel, and Outlook knowledge.
Must be able to display the Acorn Values.
OUR VALUES
1. Quality of the products we make and sell and the service we provide.
2. Unity Working together as one team.
3. Integrity Acting responsibly and honestly to deliver on our promises.
4. Caring About our customers, each other and the wider community.
5. Ambition Taking Pride in all we do and striving to improve.
Why work at Acorn Stairlifts?
1. Investors in People award.
2. Induction and training programme.
3. Excellent transport links to Leeds, Bradford, and Skipton.
4. Free car parking.
5. Onsite canteen.
6. Healthcare and pension provisions.
Managers Choice:
We have a Managers choice award, if selected by a manager for outstanding work effort you will receive £50 in vouchers.
Acorn achievers:
We also run a monthly incentive scheme to recognise employees that go over and above their job duties by rewarding them with a first prize of £100 vouchers and two runner ups of £50 vouchers each.
Recommend a friend scheme:
Do you want to recommend us a friend to work with us? Do it and you can earn up to £100 if your friend is finally offered a position to join Acorn!
Please, apply now if you want to be considered for this role.
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