Enquiry Service Team Leader

We are seeking a dedicated Enquiry Service Team Leader to maintain the reputation of our client for excellence with a first-class, multi-channel service. You'll ensure accurate information is provided promptly and motivate the team to meet department targets. This role includes training and resource planning to enhance customer service across all channels.

Days: Monday - Friday

Hours: Between 7am - 7pm (35 hour working week)

Salary: £30,000

Main Responsibilities:

• Deliver exceptional customer service to members and delegates across various communication channels.
• Lead by example in handling high-volume enquiries to achieve team targets and maintain service standards.
• Support growth campaigns by proactively engaging with members, including outbound calls when necessary.
• Manage initial enquiries and resolve escalated complaints promptly.
• Motivate and supervise team members to achieve collective goals and foster a cohesive team environment.
• Conduct regular quality checks and provide structured feedback to maintain service excellence.
• Coordinate daily team schedules to ensure operational efficiency.
• Encourage innovation and process improvement to enhance user experience.
• Provide comprehensive training to equip team members with necessary skills and knowledge.
• Conduct quality assessments to uphold accurate service delivery and identify training needs.
• Maintain flexibility with shift rotations from 7 am to 7 pm to meet business requirements.
• Undertake additional responsibilities as assigned to support organisational objectives.

About you:

• Exceptional Customer Service Skills
• Strong IT Skills
• Attention to Detail
• Team Contributor
• Excellent communication Skills
• Quality Checking Experience
• Multi-Channel Management
• Training and Team Development

Benefits:

• Private Medical Insurance
• Childcare Vouchers
• 24 days holiday plus bank holidays
• Dental Care
• Gym Discounts
• Pension Contribution

Our client values who you are and how you approach challenges more than a simple list of qualifications. If you believe you would be a great fit for this role, we encourage you to apply here.

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and ability to perform the duties of the job.