Oxford

Customer Care Team Leader

Job description          

This role is an essential support to the Customer Care Manager and the expanding Customer Care Team to facilitate the service delivery to customer against defined KPI’s and SLA’s. The requirement of the role is not only to support a team of Customer Care Agents in a high volume, fast paced environment delivering an excellent customer experience, but also analyse, report, and follow up with actions regarding team engagement, talent management and workload. Elements of the role will include project management and the identification, measurement and actions of continuous improvement initiatives.
Key responsibilities of the role include: Coaching, training and developing the team to ensure customer care excellence. Deputise for Customer Care Manager whenever required or appropriate. 1st point of customer escalation. Undertake “SPOC of the day” role managing overflow phone calls. Attend cross-departmental meetings; utilising strong presenting and communication skills. Facilitate regular team meetings, huddles and 1-2-1’s. Sickness absence management. Achievement of KPI’s and project management. Give feedback and drive improvements to enhance the customer experience. Stakeholder management. Collate, prepare and maintain statistical information, KPI’s for the team, customers and business. Build sustainable relationships of trust through open and interactive communication.
Qualifications and experience required: Degree level or equivalent. Customer Care Team Leader/Management experience. IT literate (advanced Excel desirable). Experience with SAP / Salesforce (desirable). Knowledge in Google Mail (desirable).
Key competencies of the candidate include: Self-motivated, flexible and able to adapt to changes in circumstances, difficult and challenging situations. Strong written and verbal communication skills at all levels. Strong organisational skills and works on own initiative. Strong attention to detail. Excellent time-management skills. Team player. Enthusiastic, motivating and engaging.
If you have an enthusiasm for excellent customer service and enjoy a challenge, then we would like to hear from you!
Barry Callebaut Oxford jobs

Barry Callebaut

Oxford jobs

Oxford jobs

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Barry Callebaut Oxford jobs

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