Team Manager/Team Leader
Job Type : Permanent, Full Time
Salary : £22000 – £25000/annum Bonus, overtime
Post: Team Manager/Team Leader
Responsible to: Head of Customer Service
Location: St Asaph, Denbighshire, North Wales
Hours of work: Full time, 37.5 hrs per week
Pay Scale: £25,000 per annum, negotiable depending on experience
About the company:
GreenThumb Ltd has been making lawns look beautiful, lush green and weed free for over 35 years. From our humble beginnings in North Wales, we’ve grown to become Europe's largest Lawn Care company, with over 220 branches nationwide and over 1 million people who consider themselves to be GreenThumb customers (our community of Lawn Lovers!). Our nationwide network of qualified and well equipped Lawn Operatives, ensures we give our customers outstanding service, expert advice and the best experience with our innovative Lawn Care solutions.
Head Office is easily accessible being conveniently located on Junction 26 of the A55, less than 40 minutes from Chester and Wrexham by car. There are also local transport links nearby.
About the role:
We are looking for an experienced Team Manager to lead a team within the Customer Services Contact Centre, at Head Office. You will be responsible for ensuring that all KPIs and quality standards are met and to ensure optimum customer satisfaction. This involves effective performance management of the team and ownership of end-to-end processes. The role’s purpose is to deliver consistently high standards through effective team management and coaching to deliver quality and efficiency for our customers.
Main duties:
Daily people management including monitoring of timekeeping, absence and annual leave, following company procedure at all times
Manage, coach and motivate the team to achieve departmental KPIs
Resource planning through good judgment and sound interpretation of all appropriate MI
Ensure all workflows are completed according to KPI, identifying any areas of risk and proposing/implementing solutions
Drive exceptional customer service through call listening and assessing other forms of customer communications, providing feedback as appropriate
Highlight any operational/financial risks to the Head of Customer Service
Handle escalated customer complaints and queries and attempt to resolve issues in the first instance
Ensure all outgoing customer communication and correspondence is accurate and professional following guidelines for tone and content
Organise regular training and seasonal updates to aid continuous improvement and support Advisors with achieving technical knowledge
Create, build and actively promote communications between the Advisors and Corporate Branch/Regional Managers
Act as an ambassador for GreenThumb, championing customer service and lead by example at all times
Carry out any other duties that may be considered relevant to the position within the terms of your contract of employment
Experience
Experience in managing and leading in a Customer Service focused environment
Ability to transfer skills to your team members through training and mentoring
Excellent verbal and written communication skills
Proficiency with Microsoft Office Suite
Experience of working with Salesforce or similar systems would be an advantage, but not essential
What you get in return
Competitive Salary
Holiday allowance of 22 days plus bank holidays (increasing by each year of service, up to a maximum of 25 days)
Access to company benefits including Health Cashback Scheme, Free Lawn Treatments, and Purchase Discount Scheme
Christmas Holiday shutdown
**Must be eligible to work in UK
More Information
- Address St Asaph, Denbighshire, United Kingdom
