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Contact Centre Team Leader – Social Media

Location: Lancashire

Salary: £26,000

Job Type: Permanent

Job ID: 169487

 

We’re looking for an enthusiastic and customer focused Contact Centre Team Leader to lead a Social Media Team in Lancashire.

 

You’ll be someone that can drive performance in a fast-paced environment and is passionate about people development, process improvement and customer experience!

 

Your team will interact with new and existing customers who post comments and ask questions on any of the company’s social platforms as well as handling their Trust Pilot surveys and responses.

 

Your role is to ensure that your team are offering proper support, guidance and advice, ensuring that the nature of conversation compliments their brand, and their customers are fully supported.

 

Salary up to £26,000.

 

Great working hours!

 

Responsibilities:

 

  • Leading a team of Social Media Customer Service Advisors to ensure they deliver world class customer experiences

  • Work alongside your team, handling customer queries and interacting with customers on our social platforms

  • Be responsible for your team’s customer interactions and performance

  • Working with senior leaders to help identify and deliver operational improvements

  • Carrying out quality checks for each advisor, providing them with regular feedback and coaching

  • Developing staff through monthly 121's and ongoing training and coaching

 

About you:

 

  • Previous experience in a customer focused Team Leader role

  • Previous social media leadership experience, including an understanding of Trustpilot

  • Passionate about people development and customer experience

  • Experience in managing change in a fast-paced and agile environment

  • Excellent analytical, decision making and problem-solving skills

  • Ability to manage people and drive performance

  • Excellent communication skills at all levels

 

Free onsite parking!

 

If you’re interested in this role, send across your CV and a member of our team will be in touch.