Job Introduction

ArrowXL are the UK’s leading provider of two-person home delivery who strive to make the world of delivery a better place. Most of our work is storing and delivering large, heavy, bulky items, the type of work that typically needs two people to handle. Quite often these items need installing, which we do too.

ArrowXL are excited to announce that we are currently recruiting for a Customer Service Team Leader to join our award-winning customer support team in Wigan. As a Customer Service Team Leader at ArrowXL, you will be leading, supporting and developing our Customer Service Advisors on a daily basis, ensuring that we continue to deliver exceptional service levels to all our customers. 

If you have previous experience of working within a customer service or call centre environment and have held supervisor/management responsibilities prior and would be looking at taking your career to the next level, then this role will be of interest to you.  

Role Responsibility

• Lead, coach and develop your team of Customer service advisors each day
• Ensure each team member is able to conduct their own workload to a high standard
• Review call performance to ensure all procedures and standards are adhered too
• Handle more complex escalations on a case by case basis on behalf of your team
• Ensure the service meets the expected standards of quality and performance
• Organise team staffing levels to ensure optimum levels for volume of calls taken/made
• Accurately develop reports on your team’s performance and service levels

The Ideal Candidate

With the amount of applications expected for this new position, we will only be able to proceed forward with applications who match our essential requirements stated below:

• Experience of leading teams within a customer service/call centre environment
• Excellent communication skills; both written and verbal
• Computer literate with knowledge of all Microsoft packages
• First class presentation and analytical skills
• Excellent time management with the ability to meet deadlines
• A people person, always there to support and develop your team

Package Description

• Salary of £23,275 on a full time permanent contract (40 hours per week)
• Working hours vary due to the service centre operating between (7am -7pm) Monday to Friday and (8am- 4.30pm) on Saturday

In addition to this competitive salary, you’ll receive many excellent additional benefits including:

• Annual Leave – 28 days entitlement (including statutory bank holidays) which increases with service
• Staff Discount at www.very.co.uk (25% discount on designer branded clothing, footwear and home accessories with 15% off furniture, leisure and electrical items)
• Enhanced Pension Plan options – Company enhanced contributions of up to a 6% match
• Life Insurance – Company funded 2x basic salary life cover from day one
• Employee Assistance Programme – Free 24/7 confidential wellbeing support
• Discounted Gym Membership – Up to 25% discount across 3700 nationally located gyms, health clubs, leisure centres, bootcamps and fitness studios
• Cycle to work scheme – In partnership with Evans cycles the ArrowXL C2W scheme offers great benefits and discounts
• Progression and Development Opportunities – Internal Development Apprenticeships and Management Development Academies launched annually
• Long service awards – We go out of our way to recognise and reward our colleague commitment with our long service awards programme
• Employee of the month – Winners receive £25 voucher, certificate and Hall of fame recognition
• Departmental Incentives – Year round departmental competitions, seasonal incentives and fantastic gifts
• Retail Discounts – Huge discount savings in supermarkets (Asda, Tesco, Morrison’s and Sainsburys), Fashion discounts with (Adidas, Asos, H&M, Boohoo, JD and Matalan) and Technology discounts with (Apple, Argos, Currys/PC World and John Lewis), plus many more savings

About the Company

Our culture thrives on Six core values that form who we are, these are:

Innovative I Safe I Respectful I Excellent I Responsible I One Team

ArrowXL