Customer Service Team Leader

Customer Advice Team Leaser

Salary: �27,000 per annum
Location: Main office in Wallasey
Hours: 35 hours per week (occasional evening and weekend hours)

Are you a motivated professional who wants to further their career in a rewarding and impactful industry? We are working alongside an innovative growing charity who are looking for somebody to join their team and drive high-quality advice services!

The Customer Advice Team Leader will receive amazing benefits!

• Flexible working options
• Opportunities for professional development
• Supportive team environment
• Contribution to meaningful community projects

Key Responsibilities of the Customer Advice Team Leader:

• Provide guidance and support to advice team colleagues, serving as the primary point of contact for support.
• Ensure all team members have the necessary resources and knowledge to perform their tasks effectively.
• Monitor and manage client appointments, ensuring they are adhered to and rescheduled when necessary.
• Collect and analyse data on appointment cancellations to identify underlying issues and themes.
• Assist in overseeing case management processes and ensure compliance with established protocols.
• Review the CRM system for missing data and ensure all records are up to date, working with staff to ensure data entry standards are met.
• Work with colleagues to identify and implement improvements based on data insights.
• Ensure accurate documentation of project progress and outcomes.
• Prepare and submit regular project reports to the Projects Manager.
• Monitor staff attendance and timekeeping, addressing any discrepancies or concerns.
• Help coordinate project activities and ensure alignment with organizational goals.
• Facilitate effective communication within the team.
• Support the Project Manager with various tasks and initiatives as needed.
• Provide other essential support to the team as needed to ensure smooth operations.
• Participate in team meetings and contribute to the strategic direction of the charity.
• Manage a portfolio of clients including providing direct advice to clients, making online and offline applications on behalf of clients to funders for support, referring clients to other specialist agencies for detailed advice and support on other issues, accurately and efficiently inputting client data and circumstances onto appropriate project databases ensuring all records are up to date and correct.
• Maintain up-to-date knowledge of schemes.
• Constructively contribute through team meetings, informal dialogue, and gained experience to the effective delivery and continued improvement of the service.
• Achieve targets to high-quality standards.

The Key Requirements of the Customer Advice Team Leader:

• Proven experience in a Team Leader role.
• Ability to support and develop colleagues in their roles.
• An approachable and confident manner in engaging with residents, colleagues, and management.
• Excellent and effective oral and written communication skills.
• Strong computer skills, including Microsoft Office, using online forms, and capturing essential client information quickly, accurately, and with a high attention to detail.
• Capability of providing effective empathetic support to vulnerable clients (vulnerability can include infirmity, age, financial stress, emotional stress).
• Methodical time and workload management and ability to independently prioritise own workload, meet deadlines, and achieve targets.
• Experience of working within, and achieving and exceeding, set quality standards.
• Ability to work in a time-pressured environment whilst maintaining positive relationships with all contacts, particularly colleagues, clients, other support organisations, and funders.
• Full, clean driving licence and access to a vehicle insured for business use.
• Understanding of, and commitment to, the aims and principles of the Charity.

If you are interested in the role, and want to know more, please apply or contact us for more information.

Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.