Customer Service Team leader

Career Opportunity: Customer Service Team Leader - Drive Excellence in a Purpose-Driven Environment

Are you a seasoned customer service professional with a passion for developing people and improving processes? The Health Assessment Advisory Service (HAAS), delivered by Capita, is seeking a dedicated Customer Service Team Leader to join their Enquiry Centre team in Stafford. This is a fantastic opportunity to contribute to a vital service that impacts the lives of individuals by ensuring they receive the support they need.

About the Role:

As a Customer Service Team Leader, you will be at the forefront of managing and mentoring a team of approximately 15 customer service advisers. Your primary focus will be on fostering a culture of exceptional customer service, ensuring responsive and efficient handling of customer needs. This role is decidedly non-sales focused, concentrating solely on providing inbound service and support.

Key Responsibilities and What You'll Be Doing:

• Team Development: Coach and mentor your team to consistently deliver excellent customer service, fostering their growth and professional development.
• Problem Resolution: Proactively manage escalated customer issues, conducting root cause analysis to identify trends and implement improvements for a seamless customer experience.
• Performance Management: Drive employee engagement and ensure all Key Performance Indicators (KPIs) and contractual Service Level Agreements (SLAs) are met.
• Operational Oversight: Be involved in hiring, training, assigning, and evaluating staff to build a high-performing team.
• Data Analysis: Interpret Management Information (MI) data from telephony and CRM systems, utilizing Excel and online databases to prepare insightful reports for senior management.
• Process Improvement: Contribute to and drive process improvements and change management initiatives to enhance operational efficiency and customer satisfaction.
• Cross-Location Collaboration: Engage in monthly travel to Belfast to connect with the wider team and fellow Team Leaders, fostering a cohesive national strategy.

What We're Looking For:

Ideal candidates will possess prior contact centre experience, either as a Senior Customer Service Adviser or in a Team Leader, Deputy, or Managerial capacity. We are also keen to hear from Senior Customer Service Advisers who can demonstrate a strong aptitude for the following:

• Proven experience in providing constructive feedback on work quality across a team.
• Demonstrated ability to conduct one-to-one sessions, training, and coaching as needed.
• A keen eye for monitoring and managing KPIs, productivity, and quality outputs.
• Proficiency in interpreting MI data and generating reports.
• Experience in process improvement and change management.

Advantages and Key Considerations for Your Career Path:

This role offers a unique blend of leadership, development, and the opportunity to make a tangible difference. Here's why it's an excellent step for your career:

• Impactful Work: Contribute to a service that directly assists individuals in accessing crucial government benefits, providing a sense of purpose to your work.
• Leadership Growth: This position is an ideal platform to hone your leadership skills, develop your coaching abilities, and manage a diverse team.
• Process Improvement: You will have the opportunity to influence and drive change, making a real impact on how customer service is delivered.
• Hybrid Working: Enjoy a hybrid working model, offering a balance between in-office collaboration and the flexibility of remote work. The role requires in-office presence during training, every Thursday, and for monthly travel to Belfast.
• Competitive Salary and Benefits: A salary of £30,198, along with a comprehensive benefits package including generous holiday entitlement, pension scheme, life assurance, and more.
• Learning and Development: Capita is committed to your growth, offering opportunities to expand your skills and explore new career paths within a diverse organization. Access to the Headspace app can also support your wellbeing.
• Inclusive Culture: Join a company that champions diversity and inclusion, with Employee Network Groups that foster connection and learning.

Important Note on Working Hours: This is a full-time role working 37.5 hours per week, with a shift pattern Monday to Friday between 8:00 am and 8:00 pm, and some Saturdays between 9:00 am and 5:00 pm. Candidates should ensure their availability aligns with these requirements.

This Customer Service Team Leader position is an excellent opportunity for individuals looking to advance their careers in a supportive and purpose-driven environment. If you are a motivated leader with a commitment to exceptional service, we encourage you to apply and become part of Capita's mission to create better outcomes.