Job Title: Customer Service Team Leader
Location: Southend-on-Sea
Salary: £25k – £30k per annum
Job type: Full Time – Permanent. (Flexible hours and days)
Ventrica is a dynamic, fast-growth customer management business that provides outsourced customer service for an array of blue-chip brands. We are an innovative business with a growing reputation here in the UK for technical innovation and digital transformation. In 2020 Ventrica picked up two awards at the prestigious European Contact Centre & Customer Service Awards. Gold for Best Outsourcing Partnership (Large) and silver for European Outsourced Contact Centre of the Year. In 2017 we won gold for Best Contact Centre Outsourcer in Europe at the same awards, and in 2018 we came 63rd in the Sunday Times Fast Track 100.
The Role/Candidate:
We have an amazing opportunity for a Team Leader to support our clients, to service their business line customers on a permanent basis.
What will I do in the role?
You will be responsible for leading a team of Customer Service Advisors to provide exemplary customer service. Coaching and development of your team will be a key part of this role, to enhance their skills and striving to exceed expectations in every interaction. You will ensure that SLA’s and KPI’s are met, whilst working closely with your Service Delivery Manager to embed the client brand/culture, and regularly providing them with insight and analysis.
What do I need?
Experience in leading teams is essential, ideally gained within a contact centre environment, and demonstrable experience in ensuring that service standards are maintained. You will be well versed in MI analysis and managing performance metrics. People management is the primary driver of this role and working closely with your team to overcome challenges and drive performance.
Why work for us?
Alongside having the opportunity to work with a fantastic, supportive team and great progression opportunities, you will have access to the following benefits;
- Standard annual holiday entitlement for full time staff is 28 days (including bank holidays). You will also receive an extra days holiday on the anniversary of your start date for the first 2 years, increasing your entitlement to 30 days (including bank holidays)
- Discounts with over 40 local businesses
- Health care plan and pension
- Employee Assistance Programme
- Dress down Friday
- Training provided
Please click on the APPLY button to send your CV and Cover Letter for this role.
Candidates with the experience or relevant job titles of; Enquiries Assistant, Technical Support Assistant, Enquiries Advisor, Front of House Assistant, Enquiries Executive, Team Enquiries Advisor, Client Team Enquiries Assistant, Customer Services Executive, Customer Service Representative, Customer Support, Client Service, Customer Service Executive, Customer Services, Customer Assistant, Customer Aid, Customer Service Consultant, Customer Service Administrator, Customer Service Representative, Customer Advisor, Customer Support, Business Support, Customer Service Advisor, Customer Service, Customer Services Officer, will also be considered for this role.
