My client based in South Birmingham is an innovative tech service provider who are looking to recruit a Customer Care Team Leader to support their incredible market growth. The role will entail managing a team of 8 to 15 Advisors in a vibrant fast paced environment. The hours will be 4 days on and 4 days off between 8am and 10pm working in the office (so either 8am to 4pm or 10am to 8pm). There is free parking onsite. The role will entail:

• Acting as an escalation point for customer contact and internal management
• Monitoring targets, service volume and SLA’s for your retrospective team/ teams
• Develop and coach reporting customer Service advisors / Operations Coordinators to up skill and improve performance and their contribution to the business and their teams
• Conducting team briefings, operational meetings and feedback sessions
• Pro-actively identify and resolve issues affecting Service delivery
• Responding to customer delivery queries & product related questions in a professional, compliant and efficient manner and ultimately delighting the consumer
• Complaint management through to resolution

Applicants must have a Strong Customer Service / Complaint management background with experience of managing a team of advisors.Understanding of a FCA regulated businesses (preferable)

Katie Bard is acting as an agency and is an equal opportunities employer

Katie Bard will be managing your application in accordance with the GDPR and Data Protection Act 2018. Please refer to the privacy notice on our website which will explain how we as an organisation will manage your data. If your application is successful we will contact you and manage your personal data in accordance with the guidelines of GDPR. If your application has been unsuccessful we will delete your application within 6 weeks and all record of your data.