Customer Services Team Leader

Job title: Customer Services Team Leader

Company: Liberata


Job description: Contract type: Job share – 3 days – Wednesday, Thursday and Friday 9:00-5:00 22.2hrsLooking for a New Career – a rewarding one!If you have what it takes to lead, develop and motivate a team a high performing team, this role is for you!Looking for a great work life balance? You have come to the right place, as we are only open MONDAY to FRIDAY 9:00-5:00 and don’t work Bank Holidays!Your new job description:The role is site based at our Pendle office, where you will manage a team of staff which include a mix of homeworkers and office, who deliver telephony and face to face customer services.Liberata is an AWARD WINNING outsource company; this means you will support us to work alongside our clients to ensure we are caring for our customers whilst delivering contractual agreements.Work alongside a fantastic support team, whose key drivers are to look after our colleagues and our customers!Daily satisfaction going home knowing that you have led a team who look after customer’s, some highly vulnerable and YOUR TEAM have made a difference to them! It’s not a standard customer services as we are a CARE CENTRE and not a call centre!Travel to other Liberata sites maybe required from time-to-time.What’s in it for you!

• Monday to Friday working
• No Bank Holiday working
• Working only between 9:00-5:00
• Free eye tests
• Development and qualification opportunities – key passion of ours is colleague growth and development
• 26 days annual leave (Fulltime) + up to 8 days Bank Holidays
• Organised company events
• Wellness programme
• Staff Referral Programme.
• Access to staff discounts with retailers such as Argos, Curry’s, M&S, B&Q, Debenhams.
• Liberata will also automatically enrol you into our contribution matching pension scheme.

What we expect from you:

• Experience of working in a Customer Services environment
• Experience of dealing with challenging situations and difficult customers
• Ability to manage teams within a performance and quality framework
• Able to build excellent working relationships with all stakeholders
• Ability to identify risks which will impact service delivery and plan accordingly
• Providing solutions to problems and demonstrate a ‘can do’ attitude
• Knowledge and use of Microsoft Word; Excel and PowerPoint
• Strong verbal and written communication skills with all stakeholders
• Good organisational and time management skills
• A motivator of staff to help them achieve their targets
• Education to GCSE level or equivalent
• Welsh Speaking as first or second language – desirable

Key Deliverables:

• Ensure individual performance targets are met
• Ensure individual quality targets are met
• Where process instructs, ensure customer queries are dealt with to completion while minimalizing the need to pass the query to another party, and also minimalizing the need for the customer to make further contact
• Maintain a high quality of work, in accordance with departmental and service agreements including client procedural and financial standards
• Observe confidentiality and data security of document handling.
• Adherence to all company policies and procedures applicable to this role. This includes but is not limited to HR, Health and Safety, Finance, IT, GDPR, Information Governance, Business Continuity, Marketing & Branding.

Key Tasks:

• Coach and support your team deliver to meet contractual targets and monitor individual performance
• Equip your team to deliver in line with operational (procedural) standards.
• Ensure team members are managed within Liberata policy and procedures.
• Ensures team members are kept up to date with latest company\service news and policy.
• Support line manager with/at meetings.
• Supports service line initiatives and strategy.
• Liaise with internal\external bodies, ensuring the promotion of service.
• Responsible for personnel data in compliance with the data handling policy.
• Drive Engagement and Positive communication with team members
• Give positive feedback and reward your team
• Develop your team to not only be the best in their role, but to be ready for any future development opportunities.

What’s in it for you!Not only do you get to join an award-winning business, you are joining at an exciting time as we are reviewing and developing our services!Liberata is committed to creating opportunities for its employees, its clients and its shareholders. Our employees are motivated, and we realise their potential, challenging them to learn and to embrace new skills. Our passion for process and an intense client focus ensures that we deliver an award-winning service with our call centre agents being an integral part of our team.Security vetting and checks:If you are successful, you will need to comply with the government’s Baseline Personnel Security Standard Verification process, this includes a basic criminal record check which will identify any “unspent” convictions and a financial probity check which will check if a CCJ, IVA, Bankruptcy, Decree in Scotland, Administration Order appears on a credit file, if you are unable to meet these requirements your offer may be revoked.Liberata is one of the UK’s leading providers of business process outsourcing and support services for the public and commercial sectors.Founded in 1975, Liberata has been serving central and local government for over 45 years as a trusted and reliable operating partner. Delivering specialist business process services where business knowledge is critical at every stage, our highly experienced and dedicated teams care about helping governments get results and achieve the highest levels of service.Many of our services and solutions are available for procurement under various Government frameworks.

Expected salary: £16683 – 24628 per year

Location: Scotland – Pendle, Lancashire

Job date: Tue, 03 Jun 2025 05:10:01 GMT

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