Customer Service Team Leader
Newcastle, Tyne and Wear, United Kingdom
1d ago



Salary : £23,000 pa Basic + up to £2,300 pa Performance Bonus

Working hours : 11am ? 8pm Mon to Sunday 5 on 2 off shift cycle

Holidays : 21 days holidays (increasing to 23 days after 1 years? service) plus bank holidays

We are Verisure, the leading provider of monitored security services that gives peace of mind and protection to residential and small business customers across Europe and Latin America.

Our belief that it?s a human right to feel safe and secure has resonated with over 3 million customers and 18,000+ employees worldwide.

At Verisure customers are our priority : we protect what really matters most to them 24 hours day / 365 days a year by safeguarding their security, their homes, families and small businesses.

Our values and behaviours are meaningful and resonate in each of us, in everything we do, and this is the reason why we have been awarded ?

Contact Centre of the year 2019? (UKCCF)

We?re growing fast, and we need passionate and committed people to join us as we open our new Centre of Excellence in Newcastle.

What you will be doing

  • Provide excellent customer experience troubleshooting technical issues within our busy Inbound team, managing all issues relating to the customer, real incidents, and any other customer related complaints
  • Supporting & monitoring the existing teams, ensuring the service level is maintained
  • Floor walking to support the team and ensure they are working efficiently and effectively
  • Quality management, 1 : 1s and people management task in our HR tool
  • Scheduling the team to ensure enough coverage to meet operational needs
  • Full knowledge on department processes, and guiding the team on their implementation & delivery, training / updating communication where needed
  • Contact customers for troubleshooting, support the resolution, complaints & investigations
  • Book services with the field services required
  • Respond to incoming customer queries supporting.
  • Monitoring and reporting on calls, emails and chat ? status and resolution
  • Liaising with other operational areas to ensure customer service is aligned with a joined up approach
  • What we?re looking for

  • Advanced excel for reporting suite
  • Advanced powerpoint for reporting and presentations
  • Experience in managing a team
  • Customer oriented, genuine passionate about customers' security and safety.
  • Ability to multitask effectively whilst keeping a high level of service quality.
  • Proactive and work effectively and efficiently.
  • Target driven able to deliver SLAs and KPIs
  • Reporting with accuracy and attention to detail
  • Excellent communication skills with problem solving attitude.
  • Like working in a team and you are a team player.
  • Have computer and MS office skills.
  • Love learning in a dynamic, fast paced and challenging environment.
  • Ambitious and willing to accept new challenges.
  • Our benefits

  • Career Progression (performance based), with a business that is rapidly growing
  • Free Fruits, Tea, Coffee, Hot Chocolate.
  • Health Insurance
  • Pension
  • Free parking
  • Perk box discounts
  • Employee alarm discount programme (after completion of probation)
  • Free sport facilities (3 tennis court, 7-a-side football pitch, Netball court).
  • Free bike hire.
  • Dedicated transportation to nearest Metro station.
  • Discount on regular buses.
  • Discounts at local restaurants, attractions and retail outlets.
  • Dedicated BBQ appliances for 30£.
  • On site nursery from £53.7 / day.
  • Quorum Q card
  • Join the Verisure family and Be you, Be more, Be Verisure!

    Apply now and begin the journey towards a fulfilling career path.


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