Customer Services Team Leader

Liberata; Burnley; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Free eye tests

Cycle to work scheme

Development and qualification opportun

26 days annual leave + up to 8 bankhol

Staff wellness programme

Staff referral programme

Pension scheme

Staff discounts

Job summary

Liberata in Burnley is seeking a proactive Team Leader to coach and support a team delivering inbound calls and face-to-face assistance on Council Tax and related services. The role combines homeworkers and office-based staff, requiring you to drive performance against KPIs while maintaining service quality.

You will develop staff through a full training programme, manage performance, support improvement, and ensure compliance with Liberata’s Quality Framework.

Qualifications

• Experience of working in a Customer Services environment
• Experience of dealing with challenging situations and difficult customers
• Ability to manage teams within a performance and quality framework
• Able to build excellent working relationships with all stakeholders
• Education to GCSE level or equivalent
• Welsh Speaking as first or second language – desirable

Responsibilities

• Coach and support your team deliver to meet contractual targets and monitor individual performance
• Equip your team to deliver in line with operational (procedural) standards.
• Ensure team members are managed within Liberata policy and procedures.
• Ensures team members are kept up to date with latest company/service news and policy.
• Support line manager with/at meetings.
• Supports service line initiatives and strategy.
• Liaise with internal/external bodies, ensuring the promotion of service.
• Responsible for personnel data in compliance with the data handling policy.
• Drive Engagement and Positive communication with team members
• Develop your team to not only be the best in their role, but to be ready for any future development opportunities.

Skills

Customer service

Difficult customers

Team management

Stakeholder relations

Risk identification

Problem solving

MS Office

Communication skills

Time management

Motivating staff

Welsh (desirable)

Education

GCSE level or equivalent

Job description

If you have what it takes to lead, develop and motivate a high performing team in a busy Contact Centre, this role is for you.

We operate from MONDAY to FRIDAY 8:30-5:30 and don’t work Bank Holidays.

In the role you will manage a team of Customer Service Advisors, in a Contact Centre environment which include a mix of homeworkers and office based, working from our Burnley site.

Liberata is an AWARD-WINNING outsourcer and you will support us to work alongside our clients to ensure we are delivering exceptional service for our customers whilst meeting contractual KPIs.

As a Team Leader, you will coach and support your team members to undertake inbound calls and face to face assistance relating to Council Tax. You will work across several services areas including Council Tax, Council Tax Support, Housing Benefit, Business Rates and Corporate Services. Liberata will offer a full, extensive training programme to help you develop all the skills and knowledge you will need.

The role is challenging, yet rewarding, as you and your team will be dealing with a variety of customers with different financial situations each day and tailoring solutions to help them reach the best and fairest resolution for their circumstances.

You will need excellent communication skills, be able to develop and motivate your team to deal with a diverse range of customers and be able to work in a fast-paced environment. You will have experience of working in a call centre environment and enjoy working as part of a high performing team and have the ability to work under pressure.

Your role will include managing a team to adhere to Contact Centre performance targets and service KPIs. This will include but not limited to maintaining strict adherence to Average Handling Time (AHT) expectations while consistently delivering a quality customer experience, managing adherence in line with schedules, delivering coaching to support improvement and maintaining Quality in line with regulatory compliance measures and Liberata’s Quality Framework.

The ability to balance efficiency with service quality, developing and motivating your team, ensuring client and customer satisfaction whilst displaying a can-do attitude are key.

Travel to other Liberata sites may be required from time to time.

What’s in it for you!

• Monday to Friday working
• No Bank Holiday working
• Working only between 8:30-5:30
• Free eye tests
• Cycle to work scheme
• Development and qualification opportunities – key passion of ours is colleague growth and development
• 26 days annual leave (Fulltime) + up to 8 days Bank Holidays
• Organised company events
• Wellness programme
• Staff Referral Programme.
• Access to staff discounts with retailers such as Argos, Currys, M&S, B&Q, Debenhams.
• Liberata will also automatically enrol you into our contribution matching pension scheme.

Essential Skills and Attributes:

• Experience of working in a Customer Services environment
• Experience of dealing with challenging situations and difficult customers
• Ability to manage teams within a performance and quality framework
• Able to build excellent working relationships with all stakeholders
• Ability to identify risks which will impact service delivery and plan accordingly
• Providing solutions to problems and demonstrate a 'can do' attitude
• Knowledge and use of Microsoft Word; Excel and PowerPoint
• Strong verbal and written communication skills with all stakeholders
• Good organisational and time management skills
• A motivator of staff to help them achieve their targets
• Education to GCSE level or equivalent
• Welsh Speaking as first or second language – desirable

Key Tasks:

• Coach and support your team deliver to meet contractual targets and monitor individual performance
• Equip your team to deliver in line with operational (procedural) standards.
• Ensure team members are managed within Liberata policy and procedures.
• Ensures team members are kept up to date with latest company\service news and policy.
• Support line manager with/at meetings.
• Supports service line initiatives and strategy.
• Liaise with internal\external bodies, ensuring the promotion of service.
• Responsible for personnel data in compliance with the data handling policy.
• Drive Engagement and Positive communication with team members
• Develop your team to not only be the best in their role, but to be ready for any future development opportunities.

Security vetting and checks:

All successful candidates must meet the government’s Baseline Personnel Security Standard (BPSS).

• External candidates: The BPSS includes a basic criminal record check (for unspent convictions). There will also be an Adverse Financial Check (AFC) which will be renewed annually. An Adverse Finance Check looks for CCJs, IVAs, bankruptcies, Scottish decrees, or Administration Orders.
• Internal candidates: An annual adverse finance check will be required.

If you do not meet these requirements, your offer may be withdrawn.