Customer Service Team Leader - #1702186

Join Our Team at First Mile - Where Recycling Meets Excellence!

Are you ready to embark on a thrilling journey with one of the UK's most dynamic environmental champions? Look no further! First Mile is not just a recycling company; we're trailblazers in sustainability, setting the bar high since 2004. With over 30,000 business customers relying on us to revolutionise their recycling practices, we're on a mission to redefine the way the world views waste.

**About First Mile:**

At First Mile, we're not just about recycling; we're about making a difference. Our vibrant culture celebrates individuality, fosters creativity, and champions impact. Join us in our quest to safeguard the planet, one recycled item at a time!

**About The Role: Customer Services Executive**

If you're passionate about delivering top-notch leading skills, we have the perfect role for you! As a Team Leader, To lead, coach and motivate a team of Customer Success Executives to achieve optimum performance levels. To manage an omni channel operation on a weekly basis (Inbound calls, e-mails & live chats). The Team Leader acts as a role model and ambassador for our Company and our values and plays an integral part in the delivery of an amazing customer experience!

**Working Hours & Compensation:**

• Monday to Friday, 8:00-4:00/ 9:00-5.00 with a 30 minute lunch break
• Starting salary: £31,000- £35,000 per year (depending on experience), plus an enticing performance bonus.
  
  

**Responsibilities:**

Floor Management (this part of the role rotates between the management team on a weekly basis) which includes:

• Ensuring the correct staffing to meet the current customer behaviour/demand e.g., call volumes vs email volumes
• Delegation of additional activities throughout the day e.g., courier bookings, outbound calls, or projects
• Sending the daily Customer Success stats dashboard
• The distribution of workload across the team
• Creation of the daily contact centre rota
• Reviewing team performance throughout the day/week whilst following up & taking action appropriately
  
  

Managing a team of CS agents:

• Identifying training and coaching needs within the team and establishing action plans to address these
• Regular one to ones
• Quarterly performance reviews
• Performance management and coaching of the team
• Absence management to include return to work meetings, risk assessments, and formal meetings.
• Probation reviews
• Creation of personal development plans for the team
• Handling customer issue escalations and complaints as part of the escalations queue
• Regular monitoring and management of KPIs, helping to identify any trends or challenges and supporting the Call Centre Management to address these.
  
  

**Key Requirements:**

• A can-do attitude.
• Highly organised.
• Proactivity and enthusiasm that shines through every interaction.
• A passion for helping a leading people.
  
  

**Perks & Benefits:**

• Continuous learning and development opportunities.
• Clear pathways for career (and salary) progression within our dynamic team.
• Enhanced holiday allowance starting at 25 days plus bank holidays
• a monthly £60 personal allowance to spend on you.
• Regular social events and celebrations to keep the fun alive!
• Enhanced parental leave scheme because family matters.
  
  

**Why Join Us?**

At First Mile, we're not just a company; we're a family united by a common goal: to make a meaningful impact on the world. Join us in the heart of Birmingham and be part of something bigger - a rapidly growing, multi-award-winning business where your voice matters, your growth is prioritised, and your passion for the planet drives everything we do.

Ready to take the leap? Apply now and let's embark on this exciting journey together!