Customer Service Team Leader - Nottinghamshire

Customer Service Team Leader - Nottinghamshire

About your role

Are you a Customer Service Team Leader with contact centre experience looking for a fresh opportunity within an exciting business?

Here at Buzz Bingo we have an exciting new opportunity for an experienced Customer Service Team Leader to lead, inspire and motivate a team of Customer Service Executives.

You'll support our Customer Service Manager ensuring that your team deliver exceptional customer service across a range of different channels, drawing from your management experience to improve handling times, levels of customer satisfaction and support us in driving resolution in customer queries as effectively as possible. Leadership experience within a contact centre environment is essential and you'll utilise this by coaching and developing your team as well as working closely with management teams across the function to deliver positive change and business efficiencies.

If you can demonstrate a track record of success within a similar role, are highly motivated and looking for a great new role then read on...

Your tasks and responsibilities

• Lead and inspire a team of Customer Service Executives to deliver excellent levels of individual/team performance and customer satisfaction across all customer contact channels (via calls, emails, live chat, social media).
• Work closely with the team, motivating, developing and coaching to succeed delivery of all KPI's are met
• Ensure you are up to date with business development and the latest products and services across all channels
• Manage day-to-day line activities, prioritise and make risk/impact assessments within existing processes and procedures towards achieving SLAs
• Manage the fair and consistent application of performance management and disciplinary measures as necessary
• Deliver induction programme for all new staff within customer service
• Demonstrate sensitivity, compassion and understanding always when dealing with customer questions and complaints
• Always looking for more efficient ways of doing things to help us continue to deliver outstanding customer service within our company KPI/SLA's
• Manage adherence to standard processes and guidelines as set by the business, including policies and procedures
• Work collaboratively with your colleagues to make sure the needs of our customers are met within company KPI/ SLA measures
• Identify root causes of complaints to help us create effective solutions to improve our overall customer service
• Monitor all contact channels to ensure that due procedures and quality standards are strictly adhered to and own the customer service departments quality strategy

Skills, Knowledge and Behaviour

If you can demonstrate the following skills & experience then we'd love to hear from you...

• You must be a Contact Centre Leader with a minimum of 2 years' experience
• You must have a Customer Service Background and be able to display role model behaviours when dealing with Customer Contact
• You must demonstrate a full understanding of contact centre KPI's and understand the importance of achieving these whilst working within tight SLA's
• You must be able to remain calm when under pressure

A little bit about us

Joining us means joining our family. We know lots of companies say that, but we really believe it's true. Our teams in Club Support Centre and our clubs across the country are smart, energised, and passionate about what they do. We know each person here can make a big difference, so we'll support your professional goals, give you what you need to thrive, and help you accomplish the right results - whatever your role. We're dedicated to building Bingo's Buzziest Community every single day and making our players feel as much a part of our family as we do.

This is a full time permanent role offering a salary of up to 27,000 per annum. If you have the skills & experience we are looking for then we'd love to hear from you!