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Customer Support Team Leader

  • Location: Hemel Hempstead
  • Department: Customer Support
  • Employment type: Permanent
  • Start Date: Monday 1st April
  • Deadline: Monday 18th March
  • Job Grading: 5

Who we are

Vanarama are an industry leading vehicle leasing and insurance business who are always one step ahead of the competition. With a focus on using technology and a comprehensive range of products aimed to make our customers lives easier.

Job Mission

Delivering an outstanding customer experience is at the very heart of our business and our dedicated Customer Support Team are central to ensuring that this happens for every customer, every time.

Delivering outstanding customer service means building great relationships internally and externally with our suppliers. A great telephone manner, a focus on first contact resolution and resolving customers problems and issues are obvious essentials; but our primary objective is to consistently deliver the appropriate outcomes to our customers

As a member of our Customer Support Team, you'll be part of a driven team who are determined to produce fantastic daily results.

Job Specification;

  • Report to and support the Customer Support Manager
  • Assume line management role in absence of CSM
  • Accountable for the Call Handling Team achieving call handling targets and KPI's, including AHT, schedule adherence, First Contact Resolution {FCR} and quality assessment standards.
  • Responsible for leading a team of call handlers, coordinating their work, completing 1:1's, dealing with absence and leave requests.
  • Accountable for monitoring and assessing call volumes ensuring team targets are achieved and to ensure consistency and quality in service delivery standards.
  • Conduct analysis and interrogate performance data to provide insight, trend, theme and root cause information, which will in turn enable corrective and preventative action to be taken.
  • Responsible for providing timely and accurate call handling reports; at Team, Managerial, Exec and FCA levels.
  • Personally handle, own and resolve escalated complaints
  • Responsible for driving the improvement of the quality and efficiency of the call handling Team
  • Responsible for the appropriate education, training and competency sign off processes for all new call handling team members
  • Using in-house resources to resolve customer queries as quickly as possible to the customer's satisfaction within company guidelines
  • Liaise with external third-party companies where appropriate to resolve customer issues
  • Maintain accurate, detailed customer records to ensure customer history is maintained and accurately reported
  • You must have had previous people leadership or management experience

If you want to join our ever-growing team, please e-mail your CV along with a covering letter to recruitment@vanarama.co.uk

 

 

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