Customer Service Team Leader

We have a fantastic opportunity available to join Rocafella Leisure Group principal owner of NERF ACTION XPERIENCE - Nerf’s first UK Family Entertainment Venue and world's only dedicated Nerf Retail store as a Customer Service TEAM LEADER!

Opening in Summer 2023, this brand new attraction will be located in Trafford Palazzo in Manchester. This is a great opportunity to join the company at the very beginning. Your amazing new position will be situated at our head office in nearby Worsley.

We are looking for an exceptional individual who can lead a team to deliver an amazing customer experience to our customers. Dealing with customers on the phone, email and social media. The successful candidate will be motivated, organised, of high calibre and dedicated to delivering a great service on behalf of their customers - If you have previous team management experience, get in touch!

You’ll be responsible for enhancing the NerfAX experience to all guests through your team and be the first point of contact for our customers.

In this role, you will handle customer queries through various channels, build and maintain relationships with clients, make proactive outbound calls, and ensure product quality.

The ideal candidate should be passionate about a one team vision, delivering exceptional customer service, possess excellent communication skills, and have a strong drive for personal and professional growth.

Being involved with one of the largest brands in the industry, this role is an excellent opportunity for someone who is looking for a new challenge and wanting to develop their career.

Please apply via Indeed

RESPONSIBILITIES:

Lead a team to meet and exceed business objectives, service targets corporate goals including operational metrics, quality, customer satisfaction, client satisfaction, and absenteeism and attrition.

• Provide exceptional customer service through phone, live chat, email, and SMS channels.
• Lead on recruitment, selection, induction training and ongoing skills development of all advisors in the team.
• Establish and maintain relationships with branches and key contacts.
• Continually review and monitor the work performance of all advisors against agreed KPIs, ensuring that calls are handled professionally.
• Implement reward & recognition programs and share best practices across teams and build a spirit of teamwork and a work environment that promotes high levels of engagement amongst team members.
• Maintain regular communications and feedback, ensuring accurate and timely communication of any client/campaign issues to the Operations Manager.
• Undertake ad-hoc project work and activities as needed

QUALITIES AND EXPERIENCE:

• Previous Team Leading / Managerial experience is essential.
• Proficiency in Microsoft packages.
• Strong literacy skills and attention to detail.
• Effective communication at all levels, both internally and externally.
• Previous experience working in a call centre environment is essential.
• Effective problem-solving skills.
• Performance management skills and experience.
• Client/customer management skills
• Consistently deliver exceptional customer service.
• Strong multitasking and prioritisation skills.
• Education: A-Level or equivalent (preferred)
• Experience:customer Team leader/management: 2 years
• Licence/Certification: Driving Licence (preferred)

HOURS AND SALARY:

• Full-time, Permanent
• Rota Schedule: Monday to Sunday (5 days per week, hours between 0800-2000)
• Salary up to £28,000 per year.
• Start: ASAP

BENEFITS:

• Company Pension
• Work Location: Office based - Worsley, Manchester.
• Staff discount at NERF AX ManchesterPlease apply via Indeed