Customer service team leader – Quality team
Customer service team leader
Salary: £24,820 per annum pro rata
Job Ref No: QCSTL07024
Hours: 20 hours per week
Location: Eleanor Rathbone House, 24 Derby Road, Liverpool, L5 9PR
Contract type: Permanent
Are you someone who loves helping others and making people feel at home?
Our customer service team leader has a really important job to do, and that’s to make sure everyone who comes into contact with PSS gets the support and information they need – and that everyone’s made to feel really welcome.
We’re the first contact for many people who need PSS’s support, and as a charity that works with people may be going through hard times, it’s important that we get it right first time. We need someone patient, open-minded and big-hearted, who genuinely wants to help other people. We’ll need you to think and act inclusively and communicate really well, showing people empathy, understanding and that their views matter to us.
This is a job-share opportunity and you’ll be working alongside other customer service pros and volunteers in a busy, lively team. Things can get pretty busy round here, so you’ll need to think on the spot, have patience, be super-organised, work well under pressure, support each other and be a real team player.
Our brilliant team is always looking for brand new ways for us meet the unique needs, personalities, hopes, and dreams of the people we support which drives what we do and how we do it. We work alongside experts by experience who are the people who use our services and other PSS teammates to monitor, report, and learn from the stuff that’s working well and the important steps we need to take to get better in the future. To support this, as part of your role you’ll be part of our ‘Tell Us’ process, a really important part of making sure people are able to have a voice and let us know how they feel. The Tell Us process encourages people to give us feedback – either something we’ve done well or something we could do better – and it’ll be part of your role to monitor our Tell Us inbox and keep an eye on what comes through, making sure each bit of feedback is looked at as part of the process.
As our customer service team leader, you’ll be leading the team with a variety of tasks and providing customer service activities for effective delivery of the service. You will also provide a helping hand in monitoring our client management system, handling inquiries via phone, email, and in-person, and making sure the reception area runs smoothly and efficiently.
A very cool part of our team’s work is promoting and championing sustainability. We lead by example by running a clothes and book Swap Shop at head office and organising initiatives like veg and plant growing, vegan cook offs and spreading the word about all things sustainable.
Sound like you? Fantastic!
Your trusty candidate pack will help you get a feel for what it’s like to work with us, find out what we’re looking for, explain the recruitment process and help you decide whether you can see yourself as a part of our amazing team. Each section is crammed with hints and tips to help you make a great application, so please take the time to give it a good read.
Candidates who consider themselves to be disabled will also be given the opportunity to attend an interview if they meet the essential criteria for the role
Closing date for applications: Sunday 18th August 2024
View Job Description
PSS values the importance of diversity