Job Description

You will support the Customer Service Team Leader in the creation of staff training & development plans in accordance to the strategic objectives of the business & taking ownership to execute these plans with the teams. Attend any training sessions or meetings scheduled to introduce new policies or processes into the business & ensure the teams have a good understanding of said new processes.

• Deliver effortless, effective, and accurate solutions to Customer Service team queries & complaints by ensuring quality service is delivered to our Customers by taking personal ownership & coming up with solutions while coaching the team.
• Demonstrate confidence in dealing with different team personalities, customer types and various queries, including resolving issues and recovering complaints
• Collaborate across the business to solve customer issues and complaints
• Build rapport with open and effective questioning and having brilliant conversations
• Take responsibility for own development & the development of others, ensuring training and feedback is given in the correct way.
• Build loyalty and become a brand ambassador
• Adhere to all regulatory requirements including GDPR, PCI and all other regulatory requirements as outlined in our suite of policies & ensure that the teams are also adhering to these requirements and completing all training necessary.
• Support training & teams via all channels
• Take responsibility to maintain up-to-date knowledge of our systems and processes & share this knowledge with the teams.
• Adhere to internal policy and procedures to protect security and quality of output
• Demonstrate productive working practice and teamwork.
• Collaborate with other business functions to identify opportunities for growth

What we can offer:

• Competitive Salary
• Quarterly Staff Bonus Scheme
• Defined Contribution Pension scheme
• Private health care
• Sick Pay
• Long Service Rewards
• Enhanced Payments on Family Leave (Maternity, Paternity and Parents Leave)
• Blended approach to office & home working
• TaxSaver Schemes, Bike & Public Transport
• Educational Support for Career Development
• Company ShareSave Programme
• Staff Discounts

Required Knowledge, Skills, and Abilities

• Experience in working in a multi-channel Customer Service environment
• Excellent organizational skills: effective and efficient use of time and resources to meet all deadlines and deliver quality results.
• Excellent interpersonal skills.
• Analytical and problem-solving skills
• Must be proactive and demonstrate initiative.
• Ability to quickly adapt to changing situations, demonstrating flexibility, and taking on duties as assigned.
• Ability to deliver quality and accuracy even when under pressure.
• Excellent attention to detail.
• Ability to properly handle confidential and sensitive information
• Being our brand ambassadors and holding seamless, personal & progressive in every interaction with customers and employees.
• Ability to build rapport and actively listen