• Applications for this job are now closed.
  • Expired: 05 Feb, 2016

Job Title:  Customer Services Team Leader
Department: Customer Services
Reporting to: Customer Services Manager

As the Customer Services Team Leader within the Customer Services side of the business you will ensure exemplary standards in communication to our customers, retailers and team members and be an ambassador for World Class Service delivery within intu.

• To deliver outstanding customer service to all visitors and colleagues
• To have pride in the centre and help to maintain its high standards in all areas of your work
• To supervise and manage the performance of the team within the Customer Services department
• Supervision of the customer service team in the implementation of customer service programmes and promotional campaigns

• Manage, motivate and monitor the customer service team to maximise resource, ensuring staff are appropriately trained and developed in centre initiatives to meet business objectives

• To implement, maintain and develop the customer service standards of the centre
• To handle and resolve all customer complaints effectively and to the satisfaction of the customer, taking remedial action where necessary
• To organise staff day rotas and tasks
• To oversee the reconciliation of any cash
• To liaise with other departments to ensure the standards of customer service are maintained
• Maintaining a smart and well groomed appearance meeting our uniform standards
• Ensure that customer comments are recorded and ensure that customer feedback is passed on to management.
• Undertake any other reasonable duties as required to meet the needs of the business

Personal qualities
• Helpful, polite and approachable at all times
• Good interpersonal skills and happy working at a supervisory level in a customer service role
• Excellent communicator, with good written, verbal and report writing skills. Fluent English essential
• Good presentation skills
• Able to motivate and supervise a team to achieve high standards
• Smart and well groomed
• Able to work on own initiative be efficient, flexible, reliable and keen to improve and develop your skills
• Enjoy working as part of a team and embrace Company core values, customer service, safety and security, community development and protecting our environment.

• Customer service supervisory skills and experience in a similar position within a high profile customer focused environment
• NVQ III Customer Service, Welcome Host, Health and Safety or equivalent qualifications
• Experience of working in a busy, demanding and pressured environment
• Experience of working as a team member 
• Experience of cash handling / banking and organising staff rotas
• Knowledge of Trading Standards and Consumer Law 
• Understanding of social media platforms to answer customer queries

• Working knowledge of Microsoft Office (Word, Excel, email)

• Excellent customer interpersonal skills with a confident and friendly disposition
• Ability to work to own initiative and actively solve problems when presented.
• Good communication skills both verbal and written
• Reliable and flexible/supportive team player
• Attention to detail/vigilance

Closing date: 5 February 2016

Apply online (You will need to search for intu Derby vacancies)

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