Experienced Part-Time Twilight Customer Service Team Lead - arenaflex
Join arenaflex's Customer Service Team as a Part-Time Twilight Team Lead and Make a Lasting Impact on Customer Experience Are you a customer service enthusiast with a passion for leading teams and driving exceptional customer experiences? Do you thrive in fast-paced environments and enjoy the challenge of adapting to changing situations? If so, we invite you to join arenaflex's Customer Service Team as a Part-Time Twilight Team Lead. In this role, you'll have the opportunity to inspire and motivate your team to deliver outstanding customer service, while also contributing to the growth and success of arenaflex.
About arenaflex
arenaflex is a leading digital bank on a mission to disrupt the banking industry and provide innovative solutions for customers. With a strong focus on customer experience, arenaflex has built a reputation for delivering exceptional service and support. Our team is passionate about making a positive impact on our customers' lives, and we're looking for like-minded individuals to join our ranks.
The Role
As a Part-Time Twilight Team Lead, you'll be responsible for leading a team of customer service representatives during our twilight hours (5pm - midnight). You'll work a 30-hour week, with a 4-week rotation that includes 2 full weekends off. This role is perfect for those who value flexibility and want to make a meaningful contribution to our customer service team.
Key Responsibilities
* Positively influence and contribute to the team culture
- Motivate, coach, and develop staff in the Contact Centre
- Provide exceptional customer service via phone, email, live chat, and social media
- Respond to customer complaints and escalate issues as necessary
- Show ownership and accountability for offering solutions to benefit our customers and the business
- Drive continuous improvement ethos within the contact centre and the business
- Actively improve processes, workflows, and service to our customers
- Proactively seeking solutions for potential issues
- Leading our Customer Service teams in a 24/7 environment
Essential Qualifications
* Previous experience of a contact centre environment is desirable
- Accountable leader with strong customer focus
- Excellent written and verbal communication skills
- Ability to balance workload and schedules with multiple priorities
- Experience leading a team
Preferred Qualifications
* We aren't fans of big, formal training sessions. However, you will be able to demonstrate your skills in up-skilling and coaching team members.
- We are a fast-moving, constantly changing business. Ability to adapt to, and lead people through change is paramount.
What We Offer
* Competitive salary
- 25 days holiday
- An extra day's holiday for your birthday
- Annual leave is increased with length of service, and you can choose to buy or sell up to five extra days off
- 16 hours paid volunteering time a year
- Salary sacrifice, company-enhanced pension scheme
- Life insurance at 4x your salary
- Private Medical Insurance with VitalityHealth including mental health support and cancer care
- Partner benefits include discounts with Waitrose, Mr&Mrs Smith, and Peloton
- Generous family-friendly policies
- Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
- Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships, and Electric Vehicle (EV) leasing.
Work Environment and Culture
arenaflex is a fast-paced and dynamic environment that values innovation, creativity, and collaboration. Our team is passionate about making a positive impact on our customers' lives, and we're looking for like-minded individuals to join our ranks. As a Part-Time Twilight Team Lead, you'll have the opportunity to work from home with 1 shift per month spent in the office. We're committed to creating a culture that's inclusive, diverse, and supportive, and we're proud of our ongoing efforts to foster diversity & inclusion in the workplace.
How to Apply
If you're a motivated and customer-focused individual with a passion for leading teams, we encourage you to apply for this exciting opportunity. Please submit your application by 12pm, Friday 27th September. We can't wait to hear from you!
Equal Opportunities Employer
arenaflex is an equal opportunities employer, and we're committed to creating a culture that's inclusive, diverse, and supportive. We welcome applications from all qualified candidates, regardless of their background, culture, or identity. Apply for this job