Referencing Team Leader

AWE; Lincoln; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading company is seeking a Customer Service Team Leader to enhance team performance and deliver exceptional customer satisfaction. The role involves coaching staff, resolving customer issues, and maintaining service levels to drive operational success. Located in Lincoln, this office-based position offers a competitive salary and a range of benefits, including a pension scheme and additional holidays.

Benefits

Annual option to buy additional holidays

Death in service benefit x4 salary

Company pension scheme

Enhanced maternity & paternity leave

Benefits portal offering discounts

Employee welfare benefits

Volunteering day

Free Parking

Qualifications

• Experience in similar customer service or team management roles.
• Strong leadership and motivational skills.
• Ability to address and resolve customer complaints effectively.

Responsibilities

• Deliver excellent customer service and ensure satisfaction.
• Coach and develop team members for optimum performance.
• Collaborate with departments to ensure seamless operations.

Skills

Customer Service

Team Leadership

Operational Management

Job description

12 month FTC

What will I be doing?

• Work with the Referencing management team and the wider business to continually review our customer proposition and suggest improvements to process
• Identifying and resolving issues within the team, addressing complaints, and ensuring smooth operations.
• Delivering excellent customer service, addressing customer issues, and ensuring customer satisfaction.
• Recognise training needs for individuals and coach and develop the team to deliver their optimum performance, targets and increased productivity
• Motivate and inspire the team to achieve targets through effective leadership, utilising the employee engagement survey and staff morale survey to demonstrate improvement
• Deliver agreed monthly service levels through effective resource management and supporting the department line balancing where required
• Deliver a monthly team quality score of at least 85%
• Ensure that team members are kept up to date with product and procedure changes and are informed of the objectives and standards expected by the company
• Facilitate motivational and inspirational team huddles/team meetings to discuss current issues, provide updates and to build and motivate the team to work as one unit
• Hold effective and developmental monthly 1 to 1 meetings which include setting and monitoring SMART objectives
• Collaborating with other departments and teams to ensure seamless operations and achieve shared goals.

As well as a competitive salary we also offer the following benefits

• Annual option to buy additional holidays
• Death in service benefit x4 salary
• Company pension scheme
• Enhanced maternity & paternity leave
• Benefits portal offering discounts on technology & Electronics, cinemas, restaurants, days out, mortgage advice, travel and many more
• We offer employee welfare benefits- financial management, cycle to work scheme, counselling support, health screening, will writing, menopause support, books, stopping smoking and much more
• Volunteering day
• Free Parking

This is an office based role at our head office in Lincoln.

#HP

REF-222 618