Member Services Team Leader (9-12 months maternity cover)

Fixed Term

Britannia House, Brighton

Working hours: 34.5 hours / Monday to Friday

We are currently recruiting for an experienced Member Services (Call Centre) Team Leader to lead a small team of 14 agents supporting our Boundless members.

Boundless is a not-for-profit provider of member benefits. We are one of the UK’s largest public sector and civil service clubs. We give back to those who give most to society by providing money-saving deals, events and perks to help members get the most from their free time. We bring members together through shared interests, experiences and exclusive benefits which include exclusive deals on days out, holidays and high street brands, over 600 member run activities per year, an award winning magazine, exclusive events and hospitality, preferential rates at our hotels and holiday parks and a whole host of other perks.

What’s involved?

Purpose of the role:

 

To be responsible for the overall management and supervision of a team of Member Services Representatives, acting as the driving force of team commitment, motivation, satisfaction, excellent customer service delivery and productivity.

Main responsibilities:

  • Responsible for the overall management of entire team of Senior and Member Services Representatives handling inbound calls and making outbound calls to Boundless members, leisure retreat guests, as well as other admin tasks associated with servicing memberships.
  • Responsible for the achievement of standard contact centre metrics, call quality and against strong KPI targets
  • Ensuring team adhere to all PCI and FCA compliance and regulatory guidelines whilst dealing with customer data and sensitive information
  • Performance management of individuals to optimise results, through recognising achievement and supporting under performers professionally and consistently.
  • Undertake regular appraisals with the team, and assess any training needs requirement to meet the demands of the department
  • Management and monitoring of staff accuracy, productivity, timekeeping and daily attendance, with effective management/escalation of HR issues as they arise.
  • Training and development of new members of the Member Services team through their probationary period.
  • Deal with escalations from team members in a positive manner, achieving an acceptable income for all parties and protecting the interests and brand of the business
  • Managing the delegation of a various array of admin tasks associated with account servicing, such as post handling, email responses, LR admin, welcome calls

What will make you successful?

Must haves:

  • Daily line management of inbound team
  • Daily monitoring of call centre metrics to help achieve targets
  • Dealing with agent escalations to resolve any membership issues

Nice to haves:

  • Using IT systems/CRM/database experience
  • Performance management/appraisal delivery
  • Recruitment/training

What we offer in return

Brighton is a great place to work, and our office is located in the very heart of this vibrant city, just a two-minute walk from the main station. We have brilliant and talented people working with us and joining Boundless is an opportunity to become part of a growing and ambitious team that takes pride in putting its people and members first. We care about our environment and work hard to create an attractive and rewarding place for our people to work in.

We provide a generous employee benefits package, including:

  • Competitive salary
  • Twenty-four days’ annual leave, plus bank holidays (per annum)
  • Employer pension contribution up to 10 per cent
  • Life insurance (4 x pensionable salary)
  • Boundless membership
  • Employee Assistance Programme
  • Training and development opportunities
  • Bike2work and Home Tech schemes
  • Meet & Eat (there is such a thing as a free lunch!) once a month*
  • Plenty of socials (beach cleans, charity fundraising and more) *

*COVID-19 has put a hold on these for now but they will return when it is safe for us to do so.

Boundless is proud to be an Equal Opportunity Employer. We are committed to seeking candidates from a diverse range of backgrounds, taking full account of equal opportunities. We are committed to equality and the need to provide equal opportunities for protected characteristics, including age, disability, gender, gender reassignment, marriage/civil partnership status, pregnancy and maternity, race, religion or belief and sexual orientation, or other applicable legally protected characteristics.

If you require any support or need to discuss reasonable adjustments, please contact us at PeopleAndCulture@boundless.co.uk or you may call us at 01273 744772.

How to apply

To apply for the above position please contact Boundless below including a copy of your C.V., salary expectations and covering letter detailing why you would be suitable for the role.