Customer Care Team Leader

An exciting opportunity has arisen for an experienced Customer Care Team Leader to join our dynamic and friendly team at Pivotal Sec Plus to facilitate the continual successful growth and expansion of the business across UK and Ireland. We are therefore looking to recruit a talented high calibre person to join us at this exciting time for Pivotal Sec Plus.

Pivotal Sec Plus Has a Highly Skilled And Competent Team Delivering Market Leading Services In Transaction Management To Include Cash In Transit, Cash Processing, Coin, Foreign Exchange And ATMs To a Vast Array Of Leading Organizations And Industries Across The UK And Ireland. We Operate To Impeccable Standards And We Are Committed To Continuous Investment In The Highest Accreditations And Memberships To Ensure We Operate At Optimum Level In Every Service Area We Provide. Our Vision Is To Provide The Highest Standards Of Service Delivering Value, Quality And Innovation To All Customers. Our Vision Is Underpinned By Our Corporate Values

• Integrity – to always be trusted.
• Expertise – to provide leading solutions.
• Customer Focus – to work in partnership with our customers.
• Innovation – to provide innovative tailored solutions.
• Best Service – to provide the highest levels of service to all customers
• Respect – to fully respect staff, customers and all stakeholders

For The Successful Candidate We Offer The Following

Rate of pay

With a competitive salary offered dependent upon experience, paid monthly. You will be contracted to work 40 hours per week, Monday to Friday based at our Hartlepool Customer Care Centre. You will be paid monthly by credit transfer to your nominated bank account.

Pension Scheme

After 3-months service with the company you will be automatically enrolled in the company pension (NEST), if eligible.

Holiday Entitlement

You will be entitled 20 days holiday plus 8 statutory days per year (entitlement is pro-rata for part time employees).

Benefits

• Company health plan
• Employee Assistance Program (EAP)
• Pivotal Privileges
• Long Service Recognition

Promotional Opportunities

Pivotal is expanding and growing, providing further career prospects.

Job Description

You will report directly to the Head of Customer Services based within the Customer Care Centre in Hartlepool. You will provide a comprehensive customer support function to assist and support the Sales, Operational, and Head Office Teams. You will assist with the management, training, and development of the Customer Care Team and function across the business, UK, NI & ROI.

We strive to deliver exceptional customer experiences here at Pivotal/Sec Plus and you will be critical of this core value:

• Improving customer service experience, creating engaged customers and facilitating organic growth.
• Managing key accounts, delivering exceptional experience to customers.
• Taking ownership of customers’ complaints and follow problems through whilst working closely with Branch Managers, Operation teams, Sales and Compliance to a timely resolution, to increase customer satisfaction, loyalty and retention and to meet and exceed their expectations.
• Ensuring a high attention to detail on all systems to ensure complete and accurate revenue billings to our customers.

Key Responsibilities

• Managing the customer journey from service delivery and enhancing this journey wherever possible.
• Build strong customer relationships.
• Provide a point of contact for new and existing customer enquiries, ensuring any queries are addressed and resolved satisfactorily in a timely manner.
• Account management, visiting key customers or conducting meetings with teams, carrying out service reviews.
• Ensure you meet all SLAs within the busy department.
• Manage, coach and support the team.
• Use your initiative to develop solutions.
• Plan and prioritise your workload and that of the team.
• Ensure charges for existing customers are accurately captured (new routes, revision of schedules) including system changes.
• Liaise with the Operations, Sales, Compliance, HR, Transport, IT and Finance Departments to proactively communicate customer needs and follow queries through to a resolution.
• Ensure internal processes and procedures are always followed.
• Comply with internal and external audits, providing reports and documentation as and when required.
• Collating and input of accurate information using company IT Systems – Contract Hub, TT, TMS, Pipedrive, be competent in all the Microsoft suite Outlook, Word, Excel & PowerPoint.
• Liaise with the Human Resource Department to maintain accurate attendance, disciplinary, accident/incident and training records.
• Collaborating closely with the wider team to identify areas of improvement.
• Maintaining and updating company data.
• Implementing new procedures to improve customer satisfaction and the smooth running of the department.
• Provide a general administrative service and any other management duties as required to ensure a professional service is maintained.

Personal Criteria

• Approachable, with good interpersonal skills.
• Analytical Person.
• Experience of working in a fast-paced environment.
• Strong work ethic.
• Refined communication skills and work well with others.
• Driven, self-motivated and able to build strong customer relationships.
• Be able to work autonomously.
• Enthusiastic, engaging.
• Working knowledge of legislation and compliance requirements in the CVIT sector within the UK & ROI (desirable).

Security Checks

Successful candidates will be required to undertake several security checks prior to employment commencing which include:

• Up to a 5-year employment history
• Financial credit check
• A DBS Criminal Record Check

Please note that only successful candidates will be contacted.