Customer Service Team Leader (EB)

AWE; Bristol; On-site; GBP 35,000 - 50,000; Full time

Job summary

Join a successful employee benefits team as a Customer Support Team Leader, where you will manage day-to-day customer inquiries and support a team in delivering exceptional service. Utilize your extensive experience in the Employee Benefits industry to leverage technology like Zendesk, ensuring service excellence and compliance. This role offers career development, a flexible working policy, and a comprehensive benefits package to enhance your professional journey.

Benefits

Competitive holiday allowance

Death in Service benefit

Company pension scheme

Generous maternity and paternity leave

Flexible benefits package

Discounts on technology and activities

Employee welfare support package

Learning & development framework

Community Trust fundraising support

Environmental impact initiatives

Qualifications

• Minimum of 2 years experience in Employee Benefits.
• Experience with Excel and data processing.
• Strong administrative skills and attention to detail.

Responsibilities

• Manage customer support for tech clients and employees.
• Define and meet service level agreements.
• Lead the customer support technology and tools like Zendesk.

Skills

Organisational skills

Attention to detail

Teamwork

Positive attitude

Adaptability

Education

Experience in Employee Benefits industry

Experience dealing with excel spreadsheets

Tools

Zendesk

MS Word

MS Excel

Outlook

SQL

Job description

PIB Group are looking for a Customer Support Team Leader to join our growing Employee Benefits team, the key purpose of this role will be to run a team providing Customer Support to our technology clients & their employees whilst focussing on the monitoring technology in place and how this links to our technology platform.

Key responsibilities:

• Responsible for day-to-day queries for all technology clients & employees on our platform
• Managing the members of the customer support team
• Working with the business to help define the service level agreements and ensure the team achieve these
• Managing and understanding the customer support technology and tools in place. Taking a lead role in our current solution (Zendesk) and looking at how to export useful MI for service level agreements, reporting to clients, consultants and our technology platform
• Work closely with the Zendesk account manager to ensure we are making best use of the configuration and settings available
• Investigate how we can further integrate the customer support tools with our glo platform
• Understanding & managing the end-to-end process of the order fulfilment including the Macro
• Operate the team as the first line of support and move queries through to the 2nd line of support (Technology Delivery Team) where required. Working closely with the Technology Team Manager and Head of Technology to define relevant processes and escalation procedures
• Management of workflows within agreed internal service level agreements and processes
• Work closely with the technology delivery team learning SQL expertise, the auditing tools for the glo platform and any other relevant tools embedded within the platform
• Produce work to a high level of quality and accuracy
• Accurate completion of internal systems and databases to ensure maintenance of client records in line with compliance requirements
• Support the development of internal best practice and continuous improvement
• Develop knowledge of wider employee benefits products and the market including internal and external training and, where a

Essential Skills

• A minimum of 2 years’ experience in the Employee Benefits industry / experience of dealing with Employee Benefits and queries
• Experience dealing with excel spreadsheets, Macros and the processing of data
• The candidate should be highly organised with strong administrative skills, an ability to prioritise own workloads and work to deadlines and an eye for detail.
• Ability to produce work of high accuracy and quality.
• IT Literate - MS Word, Excel and Outlook
• A strong team player
• Positive can-do attitude
• Committed to learning and development

Desirable Skills

• Previous experience with benefits technology and benefits portals
• Knowledge of writing SQL queries
• Employee Benefits based Technology experience – working with Flexible Benefits Platforms

Further information
As well as a competitive salary we offer the following benefits -

• Competitive holiday allowance with the annual option to buy additional days
• Death in Service benefit of x4 salary
• Company pension scheme
• Very generous maternity and paternity leave packages
• A flexible benefits package which allows you to add additional benefits to your overall package
• Our benefits portal offers discounts on technology & electronics, cinemas, restaurants, days out, mortgage advice, travel and many more
• Referral schemes
• Discounted rates on PIB products
• We offer a first-class employee benefits and welfare package to support our employees with financial management, cycle to work scheme, counselling support, health screening, will writing, menopause support, books, stopping smoking and much more
• We also offer a wide range of discounts including a kids pass – giving you discount to over 4500 attractions and activities, discounts at hairdressers and beauticians, climate change projects with lots of other options to choose
• PIB has a comprehensive learning & development framework, including professional study options and apprenticeships which are available to all employees, and which will support your career development
• Being a part of our PIB Community Trust, we support fundraising where you can apply for grants from PIB Group towards your chosen charity
• PIB Group are committed to improving their environmental impact in a responsible way. From the individual actions that our colleagues take every day through to installing the right facilities across our premises, there are many measures in place to help reduce PIB’s carbon footprint.

Why join us?

We are proud of our success and growth and have been recognised for many industry awards across our business. If you wish to work for a company that truly puts people at the heart of their organisation, then we would love to hear from you. PIB operates a flexible working policy, and our management teams will talk to you about how that would meet both your flexible working needs and those of the business and role you are applying for. We would love to hear from you if you want to hear more about opportunities in PIB.

We are an equal opportunities employer, committed to hiring a diverse and inclusive workforce. We do not discriminate on the basis of race, colour, gender, religion, disability, age, sexual orientation or any other characteristic protected by law.

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