Customer Service Team Leader
Vp plc
Manchester
1d ago

Attracting the best pe

ople supports our aims of exceeding our customers’ expectations and enhancing shareholder value.

Our continued business success is reliant upon the skills, talent and commitment of our workforce. As well as developing and promoting talent from within the business, our recruitment practices are designed to attract the very best from the pool of available talent.

Brandon Hire Station offers the youngest hire fleet in the industry with a wide range of high quality supporting equipment to a broad customer base both regionally and nationally.

Recognised as experts in our field, we have a growing portfolio of satisfied customers, many of whom are market leaders and household names in their own right.

We are committed to continuous improvement, dedicated to excellent customer service and stimulate those who enjoy working in a fast-paced, team-orientated environment.

This is a fantastic Customer Service Team Leader opportunity to join our growing business in our Manchester National Customer Service Centre, to coach, motivate and develop team members to enable them to effectively and confidently deliver service excellence to both internal and external customers.

We are looking for proven experience of working in a customer service function handling volumes of incoming calls and emails and managing the caseloads of a team.

You will work to build positive relationships and look to improve processes and procedures.

As Team Leader you will always be a positive role model, a strong motivator and have coaching development skills to improve your team’s skills & knowledge.

This is a very busy and faced paced contact centre function aligned to our Hire team in Manchester, experience of being successful in a similar environment is essential.

Knowledge / Skills / Background :

  • Strong communication skills both verbally and in writing
  • Excellent Customer Service skills
  • Problem solving, creative and strategic thinking
  • Attention to detail
  • Understanding of the operational and commercial needs of the hire industry
  • Previous experience of working as a Hire Controller or a customer contact centre role
  • Evidence of promoting continuous improvement and review of business processes
  • Experience of delivering Performance Management
  • Ability to adapt to individual and operational change in a diverse and fast paced environment
  • Microsoft Excel, intermediate to advanced level
  • Microsoft Power point, able to create and experience of presenting to an audience
  • Basic understanding of the ITIL process (Service lifecycle) and how this approach can be utilised within day to day activities
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