Customer Services Team Leader

Location Belfast, County Antrim
Job type Temporary
Salary Up to £12.95 per hour
Published 5 days ago
Start date ASAP
Contact Gemma Lillington
Job ref BCC0001703_1623397458

Job description

Temporary Customer Services Team Leader required for a large public sector client based in Belfast City Centre.

Rate of Pay: £12.95 per hour

Location: Belfast city centre

Hours: 37 hours per week, Monday - Friday

Duration: 1 month pending review

Main duties/Responsibilities:

Customer Contact

  • To ensure that the range of requests, queries and issues from customers (face to face, telephone, online) are processed in a professional and timely manner that effectively addresses the concern/query raised
  • To assist with the effective development and implementation of all relevant processes and procedures, including regular maintenance of the service catalogues, to ensure they meet business and service level requirements and support customer access to services
  • To ensure that customers are provided with the relevant information to resolve their enquiry using a variety of different sources and educate them on other relevant services and initiatives or signpost to other service providers or agencies where appropriate
  • To ensure the effective use of CRM to accurately record all customer information to contribute to the effective performance management of the overall customer service function, supporting the shift to digital channels
  • As directed by the Customer Services Coordinator and in line with processes and procedures, update online and social media content in a timely manner in response to service delivery issues and/or external events, mitigating the need for direct customer contact
  • To effectively provide assistance to customers including digital assistance in completing relevant forms and applications in line with service processes and procedures
  • To deal with customer complaints in a professional and timely manner, in accordance with any relevant guidelines and procedures, dealing with escalated complaints/issues as appropriate
  • To ensure that the relevance, accuracy and consistency of customer related information is maintained and consolidated across all channels and departments, escalating to the Customer Services Coordinator when updates are required

Performance and Service Improvement

  • Through the use of customer feedback, identify appropriate solutions to resolve issues and ensure the ongoing delivery of an enhanced customer experience
  • To ensure that corporate targets for first call resolution and other key metrics including service performance data, are being adhered to
  • To collate and analyse real time and historical customer service data and provide daily update reports to the Customer Services Coordinator, highlighting issues or areas of concern which may impact on service delivery
  • To engage effectively with relevant stakeholders to enhance the delivery of customer service throughout the organisation and ensure that the service adapts to the needs of our customers - both internal and external
  • To effectively use and interrogate all relevant IT systems appropriate to the post-holder's area of work, ensuring that the accuracy and quality of data is maintained at all times and ensure that all staff have access to the relevant IT equipment
  • To make recommendations and suggestions to management on areas where customer related service improvements could be undertaken, highlighting real-time issues or problems to help prevent repeat occurrences
  • To support the design, definition and updating of customer surveys to deliver effective and quality customer services

Essential criteria:

  • One years experience working in a busy customer services environment, responding appropriately to customer requests and identifying solutions to issues, making effective use of available information technology systems;
  • Experience managing and motivating staff on a daily basis, including delegating tasks and coordinating staff development; and
  • Experience in assisting in developing processes, procedures and information technology systems to enhance customer service

If you are interested and available for this position please upload your CV to the link.

Please note that these roles may be filled quickly but your CV will be kept on file for future similar roles.


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