If you are results-driven, possess a positive, can-do attitude, and have a strong background in customer service, we want to hear from you.
Our Customer Service team are seeking a Team Leader to motivate and manage a team of front-line advisors to deliver excellent customer service to users of our Ring and Ride Service. The team is primarily focussed on inbound calls with a small amount of email and back-office duties. You will be responsible for ensuring that high levels of engagement, quality service and booking accuracy are achieved.
We need someone who is customer focused and understands the importance of delivering a first-class service that meets agreed targets and timescales. Using insight and data, you will measure the performance of the team, offering coaching and development opportunities, on a regular basis. This role requires somebody who will inject positivity into the team and drive them to success.
To be successful in this role you must be proactive, a creative problem solver and personable. Due to the nature of the role, it is essential that you have experience working within either a contact centre environment or customer facing role.
Working hours will be between 08:00 – 18:00 Monday to Friday and 08:00 – 16:00 on Saturdays. You will be expected to work 1 Saturday every 4 weeks. This role is being offered on a twelve month fixed-term contract.
What you will be doing:
* Lead and motivate the team to achieve agreed SLA’s and excellent customer service.
* Monitor customer demand in real-time to meet changing peaks in demand.
* Ensure team compliance with all regulatory, procedural requirements and standards.
* Develop and maintain excellent relationships with wider business colleagues, partners and stakeholders.
* Oversee the team’s quality including assessing & authorising team members’ work.
* Ensure complaints and escalations are resolved as quickly as possible.
What’s essential:
* Experience of leading, coaching and developing a team in a Customer Services environment.
* Experience of handling customer requests.
* Experience of working to deadlines and targets to meet customer and business needs.
* Experience of managing performance through agreed goals/targets.
* Strong attention to detail.
* Ability to produce written communication to various customer groups.
* Ability to develop and maintain excellent working relationships.
* Knowledge of GDPR and data protection legislation.
Location:
The location for this role is Summer Lane with at least 3 days a week spent in the office.
How to apply:
Applying for a role with WMCA is straightforward. Follow these steps to get started:
1. Create your Careers Account: Register with your name, email address, and a password.
2. Build your Profile: Upload your CV to help populate your career and education details.
3. Write your Supporting Statement: Make sure to address each of the required essential criteria.
4. Submit your application: Do one final check and once complete, click submit.
Salary and benefits:
We advertise salary ranges, with new appointments typically starting at the lowest salary point. In exceptional cases, the salary point may be adjusted to secure the best candidate. This approach allows for potential year-on-year salary increases, offering progression and appropriate rewards to employees.
We offer a comprehensive benefits package that includes:
* Local Government Pension Scheme (one of the most generous pension schemes in the UK).
* 28 days paid annual leave (with an option to purchase more).
* Ethical saving options and healthcare plans.
* Discounted gym membership.
* An option to buy a bicycle, including e-bikes and adapted pedal cycles, at a discounted rate.
* 3 days of paid leave each year to volunteer.
* Interest-free financing through SmartTech to buy the latest technology.
* Discounted shopping with over 2,000 big-name retailers, and more.
Why join WMCA?
WMCA is laser-focused on improving the West Midlands, bringing economic growth, jobs, homes, and better journeys to the region.
Creating an inclusive workplace:
WMCA holds diversity accreditations, such as the RACE Code Quality Mark, Armed Forces Covenant (Gold status) and has been recognised as one of the Inclusive Top 50 Employers and The Times Top 50 Employers for Women.
Right to Work in the UK:
Proof of Right to Work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed.
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