Customer Service Team Leader

Customer Service Team Leader

40 hours per week

Monday – Friday + 1 Saturday every 4 weeks (Day off during week when working Saturday)

Rotating hours pattern of: 7.45am – 4.15pm and 9.30am – 6pm weekdays

7.45am – 4pm when working on a Saturday

Salary from £31,668 - £37,128 per annum + Benefits

Office based role, Distinct Cremations, Cannock, Staffordshire

Permanent role

Are you an experienced Customer Service Team Leader with Contact Centre experience?

If so, we would love to hear from you!

Since 2021 we have been busy growing our first-class direct cremation service which offers individuals and families all over the country a simple alternative to a traditional funeral service.

Like many of our colleagues, you might not have considered this industry before, however with industry training provided and on-going career development, you will find this one of the most varied and rewarding opportunities you could ever imagine.

The role

Lead a highly motivated multi-functional team across both At Need and Pre-Need funeral channels. Maintain a team that is professional, high performing and customer-focussed who handle sensitive calls with exceptional care. Ensure the team can confidently promote and offer products; solve problems and increase customer satisfaction.

Promote and achieve sales growth through an FCA regulated non-advised Sales team across both inbound and outbound channels ensuring tailored solutions offered meet our customers’ needs.

Support the delivery of key performance targets through the Contact Centre Operation.

Work proactively with the Customer Service Manager on the creation and delivery of the team strategy.

This rewarding opportunity involves:

• Responsible for the successful day to day running of a Customer Contact Team, through strong leadership, motivating, engaging and coaching Customer Service Representatives to deliver exceptional service.
• Manage the team to deliver operational targets and customer service standards within agreed SLA’s.
• Monitor sales performance and support the team in achieving high conversion rates against targets and KPI’s.
• Embed training and process change within the team, ensuring consistency and accurate delivery.
• Undertake regular call monitoring to ensure the quality meets our standards and process are being followed and we are delivering in line with the FCA regulatory guidelines.
• Contribute to a supportive team culture, working collaboratively with the rest of the business to share learnings and best practices

Impact

• Creating team identity through inspirational leadership.
• Owning the delivery and embedment of key business changes within the customer service team.
• Undertake regular performance reviews, 121’s team meetings and buzz sessions.
• Identify training needs and support delivery of training interventions.
• Provide customer feedback to our key internal stakeholders on products and process changes to drive improvements and influence change.

Leadership

• Responsible for leading a multi-functional team, who deliver exceptional levels of customer service and care.
• Manage the daily/weekly/monthly performance KPI’s
• Plan, organise and manage the team resource ensuring adequate resource is always in place and working effectively.
• Manage the recruitment, onboarding and training of new team members from initial recruitment through to probationary outcome.
• Identify training needs, as well as supporting ongoing development and increased capability within the team
• Ensure company standards and regulatory requirements are always met, and comply with all relevant laws including the handling of customer data in line with GDPR; PCI compliance with transactions; employment legislation and health and safety
• Support the Customer Service Manager in identifying any improvements to existing or new systems and processes. Actively promote a continuous improvement mindset within the team.
• Customer focussed - work with the team to maintain and improve company Feefo/ Trustpilot scores and overall customer satisfaction.
• Handle escalated queries and complaints providing feedback to improve products and processes to prevent and/or minimise complaints.
• Support the Customer Service Manager with business-critical projects and function development.
• Effective management of department financials and debtor management.

About you

• Previous Customer Service Team Leader experience within a contact centre / call centre environment.
• Experience of working in an FCA regulated environment e.g. Insurance, Financial Services, Funeral Planning.
• Previous proven experience in increasing sales and conversions.
• A passion for customer service and exceeding expectations.
• Excellent leadership and communication skills.
• Experience of dealing with financial management including management of debtors.
• Strong coaching and people development skills through call listening, quality feedback, coaching support and 121 deliveries.
• ‘You’ thrive on enabling the development of team members.
• Demonstrated ability to solve problems in a proactive manner.
• Exercise good judgement and be prepared to make decisions.
• Excellent planning, organisation, prioritisation and time management skills.
• Positive can-do mindset and solution orientated.
• Willing to learn and develop.

About Distinct Cremations and Westerleigh Group

Distinct Cremations is proud to be an FCA accredited, specialist provider of direct cremation services and we are part of the Westerleigh Group. We offer direct cremation services for people wishing to choose a simple, affordable, fuss-free funeral. We pride ourselves on offering exceptional, high-quality care and excellent service to all our customers.

Westerleigh Group has been building and managing Crematoria for 30 years and care for over 70,000 cremations and burials every year. We are the largest independent operator of crematoria in the UK, employing more than 500 empathetic and dedicated individuals.

What We Offer

If you would like to join the Distinct Cremations team, you can be sure of a warm welcome, ongoing development and a sense of pride by truly make a difference every day to ensure integrity for our customers.

In addition to salary, you will also be eligible for the following benefits:

• 33 days holiday (includes 8 bank holidays)
• A choice between 7% employer pension contribution or 5% contribution + private healthcare cover (Bupa)
• Life Assurance
• Ongoing learning & development
• Access to a wide range of retail discounts and wellbeing support
• Life Assurance
• Mindfulness App
• Mental Health Ambassadors
• The benefit we hope you’ll never need: Free Cremation benefit for Immediate family
• Bereavement Leave
• Enhanced maternity & paternity pay
• Employee Assistance / Occupational health support Program
• Recognition scheme: Above & Beyond vouchers
• Free Flu jab
• Free parking

What next? Start a career with significance by applying today.

We generally advertise vacancies for a minimum of 1 week before reviewing applications. We reserve the right to close the application window sooner if a significant number of applications are received. If you’re not contacted, please assume you have been unsuccessful. Unfortunately, feedback is not always possible due to the volume of applications we receive.