Customer Services Team Leader
This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.
The Vacancy
Looking for a new career – a rewarding one!
If you have what it takes to lead, develop and motivate a team a high performing team, this role is for you!
Looking for a great work life balance? You have come to the right place, as we are only open MONDAY to FRIDAY 8:30-5:30 and don’t work Bank Holidays!
Your new job description:
The role will manage a team of staff which include a mix of homeworkers and office at our Cardiff site.
Liberata is an AWARD WINNING outsource company, this means you will support us to work alongside our clients to ensure we are caring for our customers whilst delivering contractual agreements.
Work alongside a fantastic support team, whose key drivers are to look after our colleagues and our customers!
Daily satisfaction going home knowing that you have led a team who look after customer’s, some highly vulnerable and YOUR TEAM have made a difference to them! It’s not a standard customer services as we are a CARE CENTRE and not a call centre!
Travel to other Liberata sites maybe required from time-to-time.
**PLEASE NOTE during your training, travel may be required to our Burnley site – travel expenses will be covered.
**Expected start date Monday 6 January – due to set up of site no annual leave booked until after March 17, 2025
What’s in it for you!
- Monday to Friday working
- No Bank Holiday working
- Working only between 8:30 – 5:30
- Hybrid working – on a rota basis
- Free eye tests
- Development and qualification opportunities – key passion of ours is colleague growth and development
- Onsite parking
- 25 days annual leave (Fulltime) + up to 8 days Bank Holidays
- Organised company events
- Wellness programme
- Staff Referral Programme.
- Access to staff discounts with retailers such as Argos, Curry’s, M&S, B&Q, Debenhams.
- Liberata will also automatically enrol you into our contribution matching pension scheme.
What we expect from you:
- Experience of working in a Customer Services environment
- Experience of dealing with challenging situations and difficult customers
- Ability to manage teams within a performance and quality framework
- Able to build excellent working relationships with all stakeholders
- Ability to identify risks which will impact service delivery and plan accordingly
- Providing solutions to problems and demonstrate a ‘can do’ attitude
- Knowledge and use of Microsoft Word; Excel and PowerPoint
- Strong verbal and written communication skills with all stakeholders
- Good organisational and time management skills
- A motivator of staff to help them achieve their targets
- Education to GCSE level or equivalent
- Welsh Speaking as first or second language – desirable
Key Deliverables:
- Ensure individual performance targets are met
- Ensure individual quality targets are met
- Where process instructs, ensure customer queries are dealt with to completion while minimalizing the need to pass the query to another party, and also minimalizing the need for the customer to make further contact
- Maintain a high quality of work, in accordance with departmental and service agreements including client procedural and financial standards
- Observe confidentiality and data security of document handling.
- Adherence to all company policies and procedures applicable to this role. This includes but is not limited to HR, Health and Safety, Finance, IT, GDPR, Information Governance, Business Continuity, Marketing & Branding.
Key Tasks:
- Coach and support your team deliver to meet contractual targets and monitor individual performance
- Equip your team to deliver in line with operational (procedural) standards.
- Ensure team members are managed within Liberata policy and procedures.
- Ensures team members are kept up to date with latest company\service news and policy.
- Support line manager with/at meetings.
- Supports service line initiatives and strategy.
- Liaise with internal\external bodies, ensuring the promotion of service.
- Responsible for personnel data in compliance with the data handling policy.
- Drive Engagement and Positive communication with team members
- Give positive feedback and reward your team
- Develop your team to not only be the best in their role, but to be ready for any future development opportunities.
The Company
Liberata is a leading business service provider to public and private sector organisations throughout the UK. We pride ourselves in revolutionising our clients operations using our expertise and innovative solutions across a wide range of services, including Revenues & Benefits, Finance and Accounting, HR & Payroll and Customer Services. Our aim is to work in partnership with our clients to assist them in becoming more efficient; leveraging our best in class business process outsourcing and operational transformation expertise.
Liberata is committed to creating opportunities for its employees, its clients and its shareholders. Our passion for process and an intense client focus ensures that we deliver an award winning service and our entire workforce are encouraged to demonstrate our company values.
Liberata aims to give each employee the opportunity to make a real difference; be involved in shaping the growth of the business and encourage you to try new things! If you are hardworking, enthusiastic and seeking a challenge we are the organisation for you.
The Benefits
Liberata will provide the opportunity for you to develop your skills and experience with a leading supplier of services and software to public and private organisations across the UK.
For the full list of benefits, please click here, but below is a taste of what we offer:
Life
assurance
Equivalent to 4 times annual salary
pension
scheme
Contribute up to 6% and the company will match the contribution
Professional development
Support towards gaining professional qualifications
Reward
scheme
A wide range of benefits, rewards and discounts
Documents
Alternatively, please sign in with...
Published
Not PublishedClosing
in X days