Hours: 39 Hours per week
3 week rotating shift 7am-4pm, 8am – 5pm, 7am-7pm
1 weekend in 8
Salary: Temp to perm £25500
A fantastic opportunity for an experienced Customer Service Team Mentor to join a customer focused, fast paced team. The Customer Service Team Mentor will assist the Team Manager deliver World Class Customer Service and provide active floor management and helping monitor the workload from the field to meet the customer demand. Mentors will also provide team member’s performance coaching, deliver feedback, and will be a point of contact for team members with questions, etc
Responsibilities
•Reporting to the Team Manager to help ensure the team members are meeting individual, team and department goals.
•Motivating and supporting staff to maintain positive morale.
•Work closely with your manager and support the Service Managers and Field line managers to meet customer expectations.
•Monitoring floor activity, login availability, “on the job expectations”, floor conduct, ACW and other key individual and team performance metrics.
•Providing input and assists with the development of training or policy and procedure changes that may be required to enhance service productivity.
•Completing QA, provide feedback and conduct monthly positive coaching sessions with team, motivate team members while also improving team member’s performance metrics.
•Answering escalated/Supervisor calls as needed.
•Escalating any issues and provide solutions to issues that arise
•Providing world-class Customer Service via phone, e-mail, and other communication channels.
•Encouraging new ideas and feedback from team members; recognizing contributions and giving credit where due.
•Communicating frequently and openly in team and individual meetings to motivate and align team members with department goals.
•Participating in Calibration Sessions and other meetings as needed.
•Continually seeking opportunities to improve the parts/dispatch/planning process operations including people, process and technology.
•Take inbound calls at peak times of the day
About you
•Must demonstrate a talent for leadership
•Must have a “customer first” attitude and be service oriented, friendly and possess a positive attitude
•Must be able to effectively interact with members of the Customer Service team and deliver constructive feedback to team members, whilst also being entrusted with information of a confidential nature.
•Outstanding written and verbal skills are required
•Ability to multi-task and work in a dynamic environment/adjust to change quickly
•Excellent interpersonal and communications skills
•Computer proficiency with the ability to handle multiple PC applications at once
•Strong sense of urgency, follow-through and attention to detail
•Solid time management and the ability to accomplish goals without much direct supervision
•Ability to assign and monitor work
•Excellent decision making and organization skills.
Competencies
•Customer Driven
•Integrity First
•Future focus
•One Team
•Purpose lead