Customer Service Team Leader

Job content

Aldi is proud to have a loyal customer base. And we’re winning new customers all the time through price and quality which is why now, more than ever, it’s important our Customer Services Team keep our customers smiling. We’re a big team, but we want our people to have the flexibility to be ‘customer champions’. That’s why we’re on the lookout for an enthusiastic Customer Services Team Leader to join the team on a 12-month fixed-term contract.

From making sure your team are ready to go above and beyond, to feeding key information to the business, you’ll do what it takes to keep customers happy. It’s about having a positive, can-do attitude and being good with people, encouraging your team to treat customers as they would wish to be treated – answering their queries with patience, and leaving them with the best impression of Aldi.

If you’re a driven individual that wants to be part of a team that means more responsibility, apply to join #TeamAldi today!

Key Responsibilities:

• Lead from the front and deliver exceptional customer service.
• Report to the Customer Service Assistant Managers to discuss contact centre performance and support you in developing your team.
• Ensure the highest standard of customer service aiding customers in a friendly and efficient manner.
• Conclude escalated customer complaints in a polite and friendly manner, resolving issues upon first contact wherever possible.
• Contribute to and support the ongoing development and performance of the Department, working to achieve departmental targets and key performance indicators.
• Ensure that a polite and professional manner is maintained in all internal/external communications.
• Monitor real time performance to ensure that agreed service level targets are met.
• Motivate the team and look at training needs.
• Active floor manager with a passion for coaching and training.
• Individual 1-1 coaching and performance management of all members of their team and new starters.

Essential Skills Required:

• Educated to GCSE level with a grade C or above in English and Maths.
• Previous management experience.
• Proficient in Microsoft Word/Outlook.
• High attention to detail and thorough with paperwork.
• Clear communicator that is confident in making decisions.
• Fully flexible to the needs of the business.

Desirable Skills Required:

• A level grade C or above.
• Contact centre management experience in a target driven environment.
• Complaint handling and resolution.
• Leading and managing a team of advisors.
• Use of multiple in-house IT systems.
• Providing excellent customer service.

Benefits:

• Salary starting from £32,075, rising to £37,455.
• 5-day/40-hour week, working Monday- Friday.
• 5 weeks’ annual leave plus Bank Holidays.
• Full training provided.
• Company pension from commencement.
• Private employee medical insurance after 4 years.
• Life assurance.
• Company sick pay scheme.
• Company maternity, paternity and adoption leave pay after 2 years.
• Long service rewards.
• A variety of Aldi Perks including bike to work scheme, discounted gym passes, accommodation, travel, cinema and family day out tickets.

Visit the aldirecruitment.co.uk website to apply online or upload your CV.