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  • RTR Number:
    PSN21803
  • UK Mail Site:
    Milton Keynes
  • Region:
    South
  • Area:
    4
  • Vacancy/Route Type:
    Permanent
  • Closing Date:
    23 February 2018
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UK Mail is one the UK’s leading integrated postal operators, delivering and collecting over 3 billion mail items and 50 million parcels per annum. As part of the Deutsche Post DHL Group, we have an extensive delivery network which covers the UK and over 220 countries. We are committed to pushing the boundaries of the postal and express parcel delivery markets and aim to be the first choice for customers.

A key part of UK Mail's success is the quality of Customer Service and Customer Care that we offer. To continue to provide this serves; we're currently recruiting for a Customer Care Team Leader.

The main responsibilities for this role are:-

  • Reporting KPI’s to Customer Care Supervisor
  • Ensure all communication with customers, including those of direct reports, internal and external is in a professional and timely manner and resolved to customers’ satisfaction using the appropriate channels.
  • Support and encourage a culture of making the customer first priority and generate ideas for continuous improvement.
  • Deal with escalations from appropriate channels to ensure professional and timely response to the customer.     
  • Escalation of (service & staff) issues to Customer Care Supervisor as appropriate.
  • Contribute to the achievement of Key Performance Indicators and Service Level Agreements in line with centre objectives.
  • Oversees and coordinates activities of advisors engaged in Care Centre activities.
  • Have a good understanding of all UK Mail services and products to promote and encourage a proactive approach to Customer Care utilising latest IT solutions.
  • Coach, support and motivate the Customer Care advisors. Encourage and support effective team working which will enable the centre to deliver outstanding customer care.
  • Hold regular team updates and ensure that all relevant information is communicated with the team. Encourage a culture of two way feedback.
  • Maintain relationships with other internal departments, and colleagues in other Care Centres.
  • Adhere to and support the Supervisor in implementing company HR procedures
  • Lead by example in appearance and behaviour.

Our Customer Care team deal with enquires from customers in a positive and pro-active way; applicants should have experience of customer service, experience of managing a team, good IT and communication skills and be prepared to work a shift pattern that allows us to provide the best service possible to our customers.

As well as offering competitive salaries at all levels and in every area of the business, we also offer a comprehensive benefits package designed to help you make more of your money, safeguard your future and enhance your health and wellbeing.


 
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Location
Milton Keynes
Unit 10 Stratus Park, Brudenell Drive, Brinklow, Milton Keynes, United Kingdom, MK10 0DE
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