Customer Operations Team Leader

Once For All is a high-growth, cloud-based, SaaS subscription business. Our technology helps our customers to manage their supply chain governance, risk management and compliance. We work across public and private sector and have over 250k customers across the UK across 20 different sectors including construction, transport, retail, hospitality education, facility and property management, manufacturing, local and central government.

• To manage, motivate and develop the Customer Support and/or Verifications Team, ensuring they achieve the overall business objectives whilst ensuring outstanding customer service is delivered consistently to external and internal customers.

• To ensure a positive customer experience is the top priority in every action taken, promoting greater customer satisfaction, long lasting relationships and building brand loyalty.

• Responsible for effective people management to ensure team morale, timely customer management and consistent achievement of operational metrics and targets including KPI’s and SLA’s and to be the first point of contact for escalations.

• Responsible for the creation and management of team audits and reporting, critiquing the outputs and implementing corrective actions to ensure consistent achievement.

• Responsible for coaching individuals on their performance to exceed targets through regular 1:1’s, identifying training needs, performance management and ensuring all training is completed.

• To develop a customer focused team who are pro‑active and always seek the opportunity to improve the customer’s experience.

• To build and maintain close working relationships with all key stakeholders.

• Responsible for the recruitment, induction and training of new starters into the Verifications team.

• Responsible for monitoring customer satisfaction, ensuring the processes are completed and outputs reported, with corrective actions taken/recommended as required.

• To work as part of the Customer Experience Management Team reviewing processes and driving continuous improvement through the creation, training and enforcement of such improvements.

• Educated to A-level or equivalent, with 2‑3 years’ experience in a Customer Service Team Leader/Management role.

• Experience of successfully leading and motivating others including training and coaching.

• Ability to motivate and build effective relationships with Internal and External customers.

• Demonstrable problem‑solving ability and time management practices.

• Articulate with excellent verbal and written communication skills.

• Highly organised with a “can‑do” attitude.

As well as a career in a fast paced environment within an expanding business, we also offer the below benefits as standard:

• Wellness fund or
  * Private Medical Insurance (dependent upon role)
• Pension
• Life Assurance x 3
• 25 days holiday plus 8 Bank Holidays
• Ongoing continual professional development (CPD)
• Holiday purchase Scheme up to 5 days
• 1 paid and 1 unpaid volunteering day
• 24/7 and 365 Days Employee Assistance Programme
• Team and company offsite events
• Specsavers eye care voucher
• Free Tea, Coffee and fruit every week – Basingstoke office