Customer Care Team Leader
Hours: 37.5 hours per week
Shift pattern: between Monday and Sunday 08:00 - 20:00
Salary: £28,500 per annum plus Performance Related Pay Bonuses
Location: Norwich - Hybrid
Start Date: ASAP
Rotating on-call responsibilities. This will include providing emergency support to the team, who are operational 7 days every week. The rota will include 2 weeks on call out of every 8. (on call bonus is applicable)
For this role, you need 5mbps upload and 15mbps download internet speed.
Appello Perks
* 31 days holiday rising to 33 with length of service (PRO RATA). This includes bank holidays that you will work if rota'd.
* We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more.
* 24/7 employee assistance programme with an easily accessible app!
* Family and friends’ discounts on our services & products.
* Pension Scheme, up to 4% Company matched.
* Free on-site parking.
ABOUT YOU
You must possess a genuine desire to help the community, be empathetic and attentive to our member’s needs.
You will have:
* Previously been a line manager (minimum 2 years).
* Experience working with team and individual targets.
* Preferably worked in a call centre environment.
You will have the following Skills:
* Good IT skills (e.g., Microsoft packages and CRM systems).
* Effective communicator.
* Organisational skills.
* Ability to adapt to an ever-changing, dynamic environment.
* The ability to take and deliver direction.
You will be:
* Confident in suggesting new ideas and ways of working.
* Flexible and adaptable.
* Passionate about providing a positive experience for the customer.
* Positive and have a can-do attitude.
THE ROLE
You will be an integral part of the Customer Service leadership team. Your role as a Customer Care Team Leader is the frontline support to our members.
You will be at the forefront of the action reacting to the ever-changing needs of our members and customer care team. Operationally managing the daily running of the team, while championing efficiency in all that we do.
Main responsibilities and activities:
* Confidently overseeing and managing the team throughout the shift to ensure maximum availability for our members.
* Resolving escalated complaints.
* Advocating for customer feedback and ensuring this is fed into decisions that enhance our customer journey.
* Providing performance reviews, giving positive and constructive feedback to direct reports ensuring quality is maintained through personal observations and utilizing MI reports provided.
* Ensuring that colleagues are inspired and supported within their role.
READY TO APPLY
If you are interested in this role please upload your CV and answer a few questions so we can get to know you better!
OTHER INFORMATION
This is an exciting time at the Appello group - we are a company on the move and now is a perfect time to join our team. You’ll gain exceptional career opportunities and will be part of a company that is continuing to expand.
We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age, or disability.
If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers Team on 01425 626337.
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