Lead Associate - Customer Support

2019-11-19

Full Time

Permanent


Lead Associate - Customer Support - Brighton - £33,057 plus excellent benefits!

The Gi Group are currently recruiting for a strong people manager to lead the Customer Support team and the daily operations of the contact centre at this company who protect company pensions. The successful Lead Associate will need to be able to deliver an effective front-line customer support to the companies external audience across a complex and broad range of subjects. They have a modern office location in the heart of Brighton with a diverse, lively and professional growing workforce.

As well as a starting salary of £33,057, you will receive:
* Excellent pension scheme
* Discretionary bonus arrangements
* Access to performance related pay progression
* 25 days annual leave provision
* Flexible working arrangements
* Development opportunities
* Enhanced parental leave arrangements
* A free employee assistance programme
* An excellent office location in Brighton.

My client is looking for a Lead Associate who will:
* Lead, develop and motivate your team to ensure calls and correspondence are answered within agreed time
scales and in an appropriate manner
* Support the Head of Department and liaise across the business to keep Customer Support in line with the companies strategic direction and regulatory priorities
* Manage the effective 1st line risk assessment along with the identification and escalation of medium and
high risks
* Create a learning culture in the team and promote the benefits of ongoing learning
* Develop and lead 'voice of the customer' initiatives with the aim of improving service

Day to day tasks include:
* Resource, motivate, develop and inspire a team of customer service and senior customer service advisers to achieve internal SLA's
* Actively ensure the processes, objectives and strategy within Customer Support facilitate growth, increase productivity and deliver customer and employee satisfaction
* Coach, support and develop your team members to enable them to deal with complex customer queries
* Engage with and influence internal and external stakeholders to deliver consistent messages in relation to customer enquiry handling

It is essential the Lead Associate has the following skills and experience:
* Proven experience of leading, developing and motivating contact centre teams in a reactive environment
* Knowledge of customer service call handling techniques gained through extensive contact centre experience in a leadership role
* You'll be passionate about, and experienced in improving customer and employee satisfaction
* In-depth and current knowledge of contact centre (or customer service) technology trends, applications, software, databases and CRM tools
* Ability to tailor communication to differing personalities and communication styles. Proven ability to influence individuals, teams and stakeholders in order to drive performance
* Proactive and flexible
* Ability to prioritise and use initiative
* Problem solving and analytical skills
* Communication skills at all levels
* Excellent customer service

If you feel you have the skills and experience that my client is seeking simply APPLY NOW and Natasha will be in touch.

Gi Group are committed to protecting the privacy of all of our candidates and clients. Following some recent changes to data protection laws we have updated our Privacy Policy. To view a copy and to help you understand how we collect, use and process your personal data please visit https://uk.gigroup.com/privacy



Professional

Corporate Services

NI191119022 - Portsmouth

Brighton - East Sussex


GBP

33057

per annum



CONTACT NOW
Portsmouth@gigroup.com
Lead Associate - Customer Support
Permanent / Brighton
Location:
Brighton
Sector:
Professional
Job Type:
Corporate Services
Number of vacancies:
1
Reference code:
NI191119022
Gi Group Team:
Portsmouth
Salary to:
33057
Salary per:
per annum
Date Vacancy Posted:
2019-11-19

Lead Associate - Customer Support - Brighton - £33,057 plus excellent benefits!

The Gi Group are currently recruiting for a strong people manager to lead the Customer Support team and the daily operations of the contact centre at this company who protect company pensions. The successful Lead Associate will need to be able to deliver an effective front-line customer support to the companies external audience across a complex and broad range of subjects. They have a modern office location in the heart of Brighton with a diverse, lively and professional growing workforce.

As well as a starting salary of £33,057, you will receive:
* Excellent pension scheme
* Discretionary bonus arrangements
* Access to performance related pay progression
* 25 days annual leave provision
* Flexible working arrangements
* Development opportunities
* Enhanced parental leave arrangements
* A free employee assistance programme
* An excellent office location in Brighton.

My client is looking for a Lead Associate who will:
* Lead, develop and motivate your team to ensure calls and correspondence are answered within agreed time
scales and in an appropriate manner
* Support the Head of Department and liaise across the business to keep Customer Support in line with the companies strategic direction and regulatory priorities
* Manage the effective 1st line risk assessment along with the identification and escalation of medium and
high risks
* Create a learning culture in the team and promote the benefits of ongoing learning
* Develop and lead 'voice of the customer' initiatives with the aim of improving service

Day to day tasks include:
* Resource, motivate, develop and inspire a team of customer service and senior customer service advisers to achieve internal SLA's
* Actively ensure the processes, objectives and strategy within Customer Support facilitate growth, increase productivity and deliver customer and employee satisfaction
* Coach, support and develop your team members to enable them to deal with complex customer queries
* Engage with and influence internal and external stakeholders to deliver consistent messages in relation to customer enquiry handling

It is essential the Lead Associate has the following skills and experience:
* Proven experience of leading, developing and motivating contact centre teams in a reactive environment
* Knowledge of customer service call handling techniques gained through extensive contact centre experience in a leadership role
* You'll be passionate about, and experienced in improving customer and employee satisfaction
* In-depth and current knowledge of contact centre (or customer service) technology trends, applications, software, databases and CRM tools
* Ability to tailor communication to differing personalities and communication styles. Proven ability to influence individuals, teams and stakeholders in order to drive performance
* Proactive and flexible
* Ability to prioritise and use initiative
* Problem solving and analytical skills
* Communication skills at all levels
* Excellent customer service

If you feel you have the skills and experience that my client is seeking simply APPLY NOW and Natasha will be in touch.

Gi Group are committed to protecting the privacy of all of our candidates and clients. Following some recent changes to data protection laws we have updated our Privacy Policy. To view a copy and to help you understand how we collect, use and process your personal data please visit https://uk.gigroup.com/privacy

Call us now to book an interview.
Gi Group Portsmouth

36 – 38 Arundel Street
PORTSMOUTH
Hampshire
PO1 1NL
Tel: 02392 642 888
Fax: 02392 756 808
E-mail: Portsmouth@gigroup.com
Twitter: @GiJobsPmouth