Customer Experience Team Leader - OCS : Job Details

Job Reference: TS/RJ/13-05/1163

Job Title: Customer Experience Team Leader

Location: Site Based

Site Address: 321 Mile End Road, London

Postcode: E1 4NS

Pay Rate: £14.00

Contract: Fixed Term Contract

Hours per week: Variable Shift Rota - 08:30 - 15:30 - 37.5 hours per week

Business Overview

Atalian Servest and OCS have merged to create a new organisation, the OCS Group UK & Ireland. We are a leading facilities management company providing a range of both standalone and integrated services including cleaning, catering, security, technical services, energy management and compliance, front of house, landscaping, logistics, waste management and pest control services. The company has a turnover of £1.5bn and operates across the UK and Ireland with 50,000 colleagues delivering innovative award-winning services to the private and public sectors and supporting the local communities in which it operates.

Role Overview

We are currently recruiting for a Customer Experience Team Leader to join our passionate and driven team based at 321 Mile End Road, London

Benefits

• Informal hybrid/flexible working arrangements
• 25 days holiday + bank holidays
• Free fruit in our offices
• Employee Referral Scheme (if you refer a successful candidate to one of our vacancies)
• Wide range of retail discounts
• Regular social and charity events are held in our offices
• Get involved in charity events in the local community

Wellbeing

• Discounted gym membership
• Eye test £25 voucher and up to £100 towards glasses
• Join our Cycle to Work scheme via salary sacrifice
• Access to “CHROMA”, our internal colleague-led diversity and inclusion community – join a committee or take part in our D&I initiatives and events
• Access to internal Mental Health First Aiders

Career development and recognition

• Immediate access to “Opportunity” our internal Learning and Development platform
• Required professional membership fees paid for
• Opportunity to win monthly Superstar Awards
• Long service awards

Key Responsibilities:

• Support cross-company initiatives to drive improvements, improve efficiency and reduce complaints and costs.
• Work in partnership with the Manager and wider IT team to develop and roll out multiple communication methods including, but not limited to, telephone, email, CAFM system and Webchat/Apps to enhance the customer journey.
• Support with the hiring and training of Customer Experience Advisors to ensure an effective workforce.
• Collect, analyse, and interpret customer interaction data to identify requirements and information useful in optimising the customer experience.
• Monitor the quality of the Customer Experience team to ensure compliance with set standards of courtesy and professionalism.
• Work in partnership with the PPM/subcontractor and Resource Planning Teams to ensure they understand the expectations to provide the customer with the relevant information.

About You:

• Applicants must have the right to work in the UK
• Experience in a Senior Helpdesk/Team Leader Role, with line management responsibility, is advantageous.
• High understanding and experience with Microsoft Office software packages.
• High level of IT and systems literacy.
• Experience in using CAFM or other management systems.
• Proven experience in leading a service-driven operation with experience in managing an operation through periods of significant growth or change.
• Excellent team motivator and communicator.

How to apply

If you are interested to join a business that encourages professional development, career progression and the chance to work with inspirational people then please click apply!

Alternatively, if you know someone whom you feel would be a good fit for this vacancy, click the link below to refer them and you could win up to £500! (T&Cs apply)

https://b/form/f3343c912a8643b69cfdc89dc2bbba8f