Customer Care Shift Lead

This is a great development opportunity to become a Shift Lead in the Customer Care department. The role involves helping to manage the day to day running of the department. You will be expected to drive great customer service through monitoring service levels of incoming contact via email/webforms/telephone calls and Social Media, whilst monitoring internal mailboxes and escalating contacts accordingly. You will deal with escalated complaints and may help support Team Leaders with coaching, training and audits. You must be flexible to work shifts across the week between 7am and 9pm. The role will involve some weekend work, typically 1 in 3 weekends, however this may be more regular to cover holidays and absence. About the role

• This is a full-time role (35 hours per week) Sunday-Saturday, between the hours of 07:00 and 21:00,Mon-Fri and 08:00-17:00, Sat/Sun
• The base location for this role is Q9, Greggs Head Office, Quorum Business Park
What you'll do Set up shifts to ensure the team know what their job role is for the shift. Monitor service level throughout the shift including social media, telephones and written contact through realigning resource to ensure our SLA is always maintained. Demonstrate role model behaviours when responding to contacts, including gathering all information needed and handling escalated complaints that arise throughout the shift. Support any necessary tasks throughout the shift to support Team Leaders

You will fit right into this role if you can demonstrate:
• Ability to demonstrate leadership behaviours. Experience of managing and coordinating people would be advantageous.
• You are a strong team player, able to build good working relationships at all levels
• A proven ability to provide excellence in customer service
• High levels of accuracy and attention to detail
• Experience of, and the ability to multi-task and work with multiple priorities calmly and at pace
• Strong skills in planning, prioritising, and organising
• Excellent written and verbal communication skills
• Strong administrative and organisational skills
• Multi-tasking and working with multiple priorities at pace, delivering results within tight timescales
• IT skills including Microsoft 365; SharePoint, Word, Excel, Outlook, PowerPoint, and Teams
• Strong numerical and analytical skills
• You are self-motivated with the ability to work under pressure and using own initiative
• Enjoy being part of a hard-working team, sharing the same end goal, and celebrating results together
• Are supportive of an inclusive culture - recognising and valuing that difference is good
• Want to develop and are ready to work alongside some great people and have lots of fun on your Greggs journey!