Customer Service Team Leader

City & Guilds
About The Role

Customer Service Team is responsible for liaising with customers to process the booking of training and assessment events.

You will be building positive relationships with key contacts and customers on a regular basis and provide excellent and efficient customer service to a group of allocated company accounts.

We would also like you to work and support the accounts department with finance procedures and systems. You will be taking part in team and customers meetings and you will be liaising with customers both on the phone and email too.

You will also, where required, co-ordinate competency management contracts such as; liaising with employees, booking training/assessments, creating charges statement and rule book updates.

We would like the Customer Service Team Leader to process new client applications and support with planning and creation of courses when required via the internal portal system.

You will also be promoting the online booking system to customers and processing applications and help with the preparation of the meetings for Business Development Managers.

Customer Service Team Leader will also coach, train and mentor the Customer Service team whilst working closely with the Customer Service Manager to identify any areas of improvement or areas of concern. You will also supervise the Customer Service team in the absence of the Customer Service Manager.

As a Customer Service Team Leader you’ll work closely with colleagues in your team, and will be passionate and committed to delivering an excellent customer experience at all times. We would like you to ensure that you maintain all high standards that drive our brand and you’ll share your knowledge and understanding with customers and the rest of the team.

About You

We are looking for an enthusiastic individual with excellent telephone manner, great attention to detail and ability to provide an excellent level of customer service to both external and internal customers. We would like you to be able to manage a team and motivate individuals working with you.

The role would ideally suit an individual with experience from a similar position.

Our Story And Mission

Our vision is for a world in which everyone has the skills and opportunities to succeed. We support almost five million people each year to develop skills that help them into a job, develop on that job and to prepare for their next job. As a charity, we’re proud that everything we do is focused on achieving this purpose.

Through our assessment and credentialing, corporate learning and technical training offers, we partner with our customers to deliver work-based learning programmes that build competency to support better prospects for people, organisations and wider society. We create flexible learning pathways that support lifelong employability, because we believe that people deserve the opportunity to (re)train and (re)learn again and again – gaining new skills at every stage of life, regardless of where they start.

At the heart of our business sits the City & Guilds Foundation which amplifies our purpose by helping to remove barriers to getting into a job, celebrating best practice on the job, and advocating for jobs of the future.

We were founded in 1878 by the City of London and the trade guilds of the time, to help people, organisations and economies to develop their skills for growth.

Our rich experience means we’re uniquely positioned to understand the future of work and learning. And, we continually evolve to develop and deliver skills for the workplace of the future. Today, as well as qualifications and assessment, we offer digital credentialing, e-learning technologies, executive leadership development, technical training and consultancy.

What We Offer

We offer the opportunity to work in an innovative, engaging and market-leading organisation with opportunities to develop your existing skills and explore new ones. We offer generous annual leave plus bank holidays plus additional time off during the Christmas shutdown. The company is growing and this may create an interesting career path for the employees who are performing well and who would like to build their long term career with us.

We also offer additional benefits to our employees such as life assurance scheme, access to free health and wellbeing programme, access to a reward portal offering a range of discounts from hundreds of retailers, a financial well-being and support app and C&G employee awards programme.

The successful applicant will be required to undertake appropriate checks, including an enhanced DBS disclosure as well as providing proof of the right to work in the UK.

Next Steps And How To Apply

If you think this is the role and organisation for you then we would love to hear from you. Please submit your CV and complete our short application form using the apply button.

We shortlist for our vacancies on an ongoing basis, and we may close a vacancy earlier than the advertised date. Please can you submit your application as soon as possible to avoid disappointment.