Customer Support Team Leader
Location: High Wycombe, Buckinghamshire
Salary: £22,000 to £25,000 + Excellent Benefits
Closing Date: Monday 16th March 2015
CSSC Sports and Leisure is the largest provider of corporate sports and leisure activities in the UK. We offer a huge range of activities and opportunities to our 100,000 + members and believe we have the potential to offer them to many more people. We actively promote health and wellbeing for the benefit of both individuals and employers through our network of over 2,000 volunteers across the country. We continue to develop our business and have expanded our membership base from the civil service to incorporate the wider public sector and members families and friends. With this new mandate we are confident that a much bigger pool of potential members (there are approximately six million public servants within the UK) and significant commercial opportunities are within our grasp.
CSSC is looking for a Team Leader for its Customer Support department to oversee and provide an effective and efficient service to members, colleagues and volunteers as well as line managing and leading a small team. The Team Leader will report to the Director of Volunteer Development and Business Deliver and so will have delegated responsibility for the Customer Support function, systems and processes.
If you believe you have the commitment and drive to contribute to these exciting times for the organisation, we would very much welcome your application.
Key Accountabilities:
Team Leader:
• To lead and manage the Customer Support team.
• To plan and prioritise the work activities of the Customer Support team ensuring that targets and deadlines are met.
• To propose and implement improvements to current working methods and practices.
• To provide advice and to other departments as required.
• To carry out the duties of the Customer Support Advisor.
Customer Support:
• To assess the needs of callers to Customer Support, provide accurate and appropriate information and advice on membership and customer Support queries.
• To explain the features and benefits of CSSC membership, its products and services to callers and identify and act on opportunities to maximise membership sales.
• To ensure all calls and queries are undertaken efficiently and within agreed standards to provide an excellent customer support and gathering regular customer satisfaction feedback as required.
Reporting:
• Collate membership subscription figures and produce quarterly reports.
• The production of various reports and statistics as required including monthly membership reports, pay data, ad hoc reports for affiliated organisations and non-payment reports for the retention strategy.
Membership Database and Processing:
• To accurately process membership applications and electronic subscription pay data within agreed standards and timescales. Checking membership lists as required.
• To oversee the work of the Customer Support Advisors in relation to the membership database and processing of accurate electronic subscription pay data.
General Administration:
• To oversee the general administrative to the company such as distribution of post and general reception duties.
• To pursue personal development of skills and knowledge necessary for the effective performance of the role and reviewing performance against agreed objectives.
• To adhere to policies and procedures relating to health and safety.
Person Specification:
• At least 3 years experience at leading and managing a diverse team.
• At least 3 years relevant work experience within a membership and or volunteer led organisation.
• At least 2 years experience of managing an information system such as a membership database, should also be a skilled at processing data.
• Good project management, organisation and communication skills.
• The ability to exercise initiative and judgement within established procedures and policies to resolve work issues .
• The ability to propose and implement improvements to current working methods and practices.
Keywords: Customer Support Team Leader, Customer Service Team Leader, Customer Support Team Manager, Customer Service Team Manager, Customer Support Team Management, Customer Service Team Manager, Customer Support Manager, Customer Service Manager.
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