Customer Service Team Leader
Job Description
We are currently looking for a Customer Service Team Leader/Supervisor to join our UK Customer Service - General Enquiries Department based at our Headquarters in Steeton (West Yorkshire, UK).
The purpose of this role is to help ensure the organisation is delivering prompt, courteous and efficient customer service at all times.
If you are an enthusiastic person, who has experience in leading a team and delivering excellent customer service, we would love to hear from you!
Type of Contract: Full Time, Permanent
Starting Salary: £26,000 per year (DOE) + team incentives
Working Hours: Monday to Friday 8.00am – 4.30pm
Benefits of working at Acorn:
- Induction and training programme
- Investors in People award
- Healthcare and pension provisions
- Free on-site parking
- Excellent transport links to Leeds, Bradford, and Skipton
- Cycle to work scheme
- Company Events
- On site Canteen (Subsidised food)
- Gym Membership discounts
- Health & wellbeing programme
The Ideal Candidate
- Customer service experience in either a Team Leader or Managerial capacity (advantageous)
- Must have a high level of customer service acumen
- Good listening skills
- Word, Excel, and Outlook knowledge
Key Responsibilities
- Monitoring all calls coming into the department by hitting and maintaining the KPI target (includes the running of reports and walking across the floor to make sure all coordinators are active)
- Conducting performance reviews and monthly 1-to-1's
- Listening to calls live to identify and provide training in areas of customer service delivery
- Working closely with the other Team Leaders to reduce and prevent complaints
- Ensuring that the team follow through company policies and procedures
- Working closely with higher management to implement and oversee new ideas and processes
- Ensuring all office staff have the relevant skill set to succeed
- Identifying and resolve problems that affect the customer service quality and efficiency
Benefits
- Excellent Transport Links to Leeds, Bradford and Skipton
- Free Parking
- Healthcare Provision
- Induction and Training Programme
- In-house Canteen
- Life Insurance Cover
- On-going Coaching and Development
- Pension Provision
About the Customer Service Department
Our Customer Service department strives to make each, and every aspect of our customers’ experience a positive one, leaving lasting impressions on our customers by assisting them in the best ways possible. Opportunities within customer service include team leaders, customer service and customer relations administration, planning, installation coordinators and field service roles, including installation and maintenance engineers.
Working with Acorn Stairlifts
Employing around 1,500 people worldwide Acorn is the world's largest independent manufacturer and supplier of straight stairlifts, with sales in over 80 countries and offices on 4 continents. Acorn achieved the Investors in People award and continues to invest in its most valuable resource: its people.
