Customer Care Team Leader - 12 month maternity cover

☞ GFS - Global Freight Solutions Ltd

View: 104

Update day: 07-05-2024

Location: Newbury South East

Category: IT - Software

Industry: Logistics Supply Chain

Position: Entry level

Job type: Full-time

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Job content

GFS have a rare opportunity to join and lead a team of passionate, successful customer care advisors on a 12 month maternity cover.

This role will be based from home however will require some commute to our head office in Newbury.

Applicants should be self-driven, results orientated, flexible, good communicator, able to work on own initiative, clear focus on producing high quality work. Reliable and committed to role, able to take instruction and to work well as a team or on own initiative. Well presented at all times. Able to communicate at all levels. Good communication, organisational and administrative skills. Able to work extended hours during peak periods as required. Must be adept in use of computer systems.

Main areas of responsibility
  • Ensures that the company satisfies its customers’ needs;
  • Managing and developing a team of Customer Care staff;
  • Encourage and motivate colleagues with support on difficult situations;
  • Help develop a culture of high performance across the team;
  • Ensure that all enquires are dealt with efficiently and all escalations and complaints are dealt with in a professional manner;
  • Communicating courteously with customers by telephone and email;
  • Investigating and solving customers’ problems;
  • Identify areas of improvements to services;
  • Keeping accurate records of discussions or correspondence with customers and staff;
  • Identify knowledge gaps within the Customer Care team and provide regular training to ensure that we deliver the highest standard of service to our customers;
  • Ensure that regular training/coaching for customer care staff is adhered to;
  • Ensure all team and individual KPI’s are satisfied;
  • Keeping up to date with any organisational changes in products or services;
  • Recruitment; appraisals and 1-2-1’s with direct reports supported by the HOCC;
  • To conduct regular quality checks of Customer Care advisors performance and feedback ongoing and as part of their monthly 1-2-1’s;
  • To work in partnership with the Team Leaders and Senior Advisors ensuring that all day to day duties and responsibilities across both teams are actioned in a timely manner and to the requirement of the HOCC;
  • Maintain daily reports on staff attendance; holidays and absence from work;
  • All other reasonable requirements as specified by senior management;
Education and Experience

Essential
  • Self- Motivated, ambition to succeed, motivational;
  • Experience in Customer Care;
  • Experience in supervising a team of staff;
  • Ability to engage and influence suppliers to effect best in class

Desirable
  • Experience in the parcel industry

Personal
  • Strong ability to impact and influence;
  • Excellent interpersonal understanding;
  • Excellent communication skills;
  • Listens to and values the opinions of others;
  • High level of integrity, trust and respect;
  • Ability to make decisions;
  • Good problem solving skills;
  • Approachable, adaptable and flexible;
  • Challenges assumptions and encourages change;
  • Positive ’can-do’ approach
Key Competencies
  • Must have strong Customer Service Skills;
  • Strong Communication skills to liaise with internal and external customers at all levels;
  • Good level of English & Maths
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Deadline: 21-06-2024

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