Customer Care Team Leader

at  Bright HR Limited

ESSENTIAL SKILLS & EXPERIENCE

• A passion for work with clients in a service driven industry
• Excellent communication skills
• A “can-do” attitude with the ability to support, drive and motivate your team to achieve their best potential and performance overall
• Strong Organisation and time management skills
• Excellent people management skills
• Ability to work in a fast-paced environment with a solutions-based approach
• A dynamic and flexible approach, as well as the ability to work under pressure
• Excellent interpersonal skills
• Excellent technical knowledge and customer service skills
• Ability to provide constructive feedback where required
• Excellent service issue / complaint resolution skills
• Contribution to business growth and service improvements

JOB PURPOSE

We are looking for an experienced, and driven Customer Care Team Leader to join our growing business. As a Team Leader you will support a team of 7 advisers, in resolving customer complaints, whilst preserving the reputation of the business and reducing client attrition, with in a fast-paced customer service environment.

DAY-TO-DAY RESPONSIBILITIES

• Offering daily guidance and support to the team and wider service department
• Working as a first line escalation point, for clients and team members both within the Customer Care and Payments teams
• Resolve escalated service issues within a 5-day SLA
• Conduct bi-weekly quality and assurance checks, ensuring that agreed resolutions and outcomes have been raised with the correct team and that clients have an active payment method in place as part of their resolution
• Demonstrate excellent product knowledge and become the “Subject matter expert” for software, advice and payroll across the Customer Care and Payments teams
• Support the customer care team to improve the quality of case note capture and management, paying particular focus to root cause
• Support the Customer Care Manager in identifying key themes and trends and provide feedback and coaching to members of the customer care and payments team where necessary
• Take responsibility for the Directors Office mailbox, ensuring that any emails are acknowledged within a 1-hour SLA and raised to the Associate Director of Service
• Support the Customer Care Manager in monitoring daily productivity, focusing on active talk-time and case closures against standard SLAs
• Support the Customer Care Manager with daily, weekly and monthly reporting where necessary
• Be available to support Group Client Experience Managers and Directors with queries and escalations about the BrightHR software, offering feedback and ideas to improve working relationships and client retention