Customer Service Team Leader

Acorn Stairlifts UK; Steeton; On-site; GBP 27,000 - 32,000; Full time

Benefits offered by this job

Induction and training programme

Investors in People award

Healthcare and pension provisions

Free on-site parking

Excellent transport links to Leeds, BR

Cycle to work scheme

Company Events

On site Canteen (Subsidised food)

Job summary

Acorn Stairlifts UK is seeking a Customer Service Team Leader/Supervisor for its UK Headquarters in Steeton (West Yorkshire). The role focuses on delivering prompt, courteous, and efficient customer service and leading a team to achieve KPI targets.

The position is a full-time, permanent role with a starting salary of £29,500 per year plus up to £2,400 per year in KPI-related incentives. Working hours are Monday to Friday, with an occasional evening shift.

Qualifications

• Experience in leading a team and delivering excellent customer service.

Responsibilities

• Monitoring all calls coming into the department by hitting and maintaining the KPI target
• Conducting performance reviews and monthly 1-to-1's
• Listening to calls live to identify and provide training in areas of customer service delivery
• Working closely with the other Team Leaders to reduce and prevent complaints
• Ensuring that the team follow through company policies and procedures
• Working closely with higher management to implement and oversee new ideas and processes
• Ensuring all office staff have the relevant skill set to succeed
• Identifying and resolve problems that affect the customer service quality and efficiency
• Must be able to display the Acorn Values

Job description

We are currently looking for a Customer Service Team Leader/Supervisor to join our UK Customer Service Team based at our Headquarters in Steeton (West Yorkshire, UK).

The purpose of this role is to help ensure the organisation is delivering prompt, courteous and efficient customer service at all times.

If you are an enthusiastic person, who has experience in leading a team and delivering excellent customer service, we would love to hear from you!

Type of Contract: Full Time, Permanent

Starting Salary: £29,500 per annum (DOE) + up to £2400 per year in KPI related incentives

Working Hours: Monday to Friday - 8.00am to 5.00pm (1 in 4 weeks evening shift of 10.30am to 7.00pm)

Benefits of working at Acorn:

• Induction and training programme
• Investors in People award
• Healthcare and pension provisions
• Free on-site parking
• Excellent transport links to Leeds, Bradford, and Skipton
• Cycle to work scheme
• Company Events
• On site Canteen (Subsidised food)

Key responsibilities include:

• Monitoring all calls coming into the department by hitting and maintaining the KPI target (includes the running of reports and walking across the floor to make sure all coordinators are active)
• Conducting performance reviews and monthly 1-to-1's
• Listening to calls live to identify and provide training in areas of customer service delivery
• Working closely with the other Team Leaders to reduce and prevent complaints
• Ensuring that the team follow through company policies and procedures
• Working closely with higher management to implement and oversee new ideas and processes
• Ensuring all office staff have the relevant skill set to succeed
• Identifying and resolve problems that affect the customer service quality and efficiency
• Must be able to display the Acorn Values

OUR VALUES

• Quality of the products we make and sell and the service we provide
• Unity Working together as one team
• Integrity Acting responsibly and honestly to deliver on our promises
• Caring About our customers, each other and the wider community
• Ambition Taking Pride in all we do and striving to improve

We Recognise Your Efforts

Acorn Achievers: Monthly awards scheme with £100 vouchers for winners and £50 vouchers for runners-up.

Recommend a Friend: Earn up to £100 if your referral joins Acorn.

All recruitment communications will come solely from our internal Recruitment Team at Acorn Stairlifts.

Please note: this position may close early if we receive a high volume of qualified applications. To ensure ample consideration, please submit your application as soon as possible.