Customer Service Team Leader

# of Openings

1

Location : Location

UK-Hucknall

At RM we provide technology and resources to the education sector, supporting schools, teachers and learners, with one goal, to improve education outcomes worldwide. What we do helps all levels of the industry, from preschool to higher education and professional qualification, our customers include schools, examination boards, central governments and other professional institutions. We have a clear purpose to enrich the lives of learners worldwide.  

To better reflect the society that we serve, we’re committed to building a diverse workforce and creating an inclusive and welcoming environment for all. To achieve this, we create teams of talented people from different backgrounds and experiences and strive to be a business where our people can bring their whole selves to work .  

To support the Contact Centre Operations and Service Manager and service centre leadership team, managing a team of Customer Service Advisors in ensuring that RM Resources Customers receive achieve accuracy with orders placed, manage all types of customer contact, resolve queries, continuous development of team members, implement processes, procedures, technologies, and strategies delivering first class customer experience

1. To manage the workload of the team, allocating team members to optimise service provision, target achievement, customer satisfaction and administrative support across the hours of the operation of the Contact Centre
2. To ensure the team follows established processes and procedures, including the recording of processing and progress of chasing enquiries, achieving KPI’s, SLA’s, targets and quality standards to maximise customer satisfaction
3. To monitor the changing needs of the service offering, liaising with internal and external customers to identify areas for improvement and make recommendations for service improvement and implementing those improvements to the satisfaction of internal and external customers
4. To ensure statistical information is produced, collated, and analysed on a daily, weekly, monthly basis to assist in the evaluation the efficiency of the team, people performance and process performance to continually improve customer satisfaction
5. To supervise, coach and monitor team members, organising and conducting team meetings, 121’s, appraisals, development plan reviews and competency assessments
6. To recruit, induct, develop and support a team delivering front-line, first-time resolution and back-office customer services to ensure resolution of enquiries complaints and requests for services in a timely and accurate manner
7. To support the Contact Centre Manager in the development, testing and implementation of technologies and systems to ensure the most effective use of new technologies and opportunities
8. To maintain health and safety, security of the team, equal opportunities, and customer service standards, supporting HR policies ensuring their understanding and adherence by team members

• Experience of working within a Customer Service/Contact Centre environment
• Previous Team Leader experience in a similar environment 
• Understanding of contact centre methodologies
• Experience of using contact centre technologies
• Approachable
• Flexible
• Inquisitive
• Ability to use initiative
• Excellent communication skills
• Organised
• Good attention to detail
• Strong customer focus
• Team player

What is it for you

At RM we recently introduced My Work Blend @RM which provides office - based colleagues with multi location and hybrid working options to suit them . As well as your office base , you can spend a proportion of your time working at other locations that suit your role and your life, including home, other offices, customer sites, distribution centres or on the move. We encourage you to discuss arrangements for this role with your potential line manager during the recruitment process. We expect how we make best use of hybrid working may continue to adapt as we adjust to our new ways of working.  

At RM we are committed to making the recruitment process as inclusive as possible for everyone. Should you require additional support with your application or through the interview process, please contact us a t .  

As well as a competitive salary and our core benefits package which includes private medical healthcare, life assurance and a Group Personal Pension Plan with higher contribution levels available , some roles are also eligible for a performance-related bonus .  

There are lots of voluntary benefits too. You could buy additional annual leave, join our dental plan, sign for a health assessment , or take part in our cycle to work scheme. You could even earn yourself an extra bonus for successfully recommending a friend or family member for a position within RM.