Pure Cremation Ltd is a specialist Company providing Direct Cremation funeral services. We have grown rapidly since 2015 and we are now looking to recruit new members of staff to our busy arranging team; arranging funerals by telephone and e-mail.The successful candidate will be used to working in a busy, dynamic environment and offering exceptional customer services to their clients.Job DescriptionJob Title: Customer Support Team LeaderLocation: Knutsford (North Office)Salary: £36,204.30Reports to: Customer Operations ManagerHours: Core hours: 08:30 – 17:00 (with one late shift per week 12.00 – 08.30). Some Bank Hoilday Cover.On Call Rota: Rotational Cover for Evening & Weekend TeamsJob Purpose: The main purpose of this role is to oversee the Care Support Team’s performance ensuring that the Company’s policies and procedures are understood and adhered, whilst acting as a dedicated point of contact for the Care Support Team for resolving and escalating queries. You will work with the Deputy Care Support Manager and the Care Support Manager to ensure that the company meets and exceeds all SLAs, our people are developed and driving continuous improvement in all our processes and procedures.Summary of Responsibilities and DutiesServe as a role model, coaching, training and mentoring your team to achieve the Company standards and their adherence to policy and procedure.Conduct regular 1:1 meetings with your team members to review performance, share ideas and seek areas of improvement or clarification.Collate common issues resulting from 1:1 or team meetings and seek resolution within the Company and provide feedback as appropriate.Allocate your teams work to ensure all team members receive a fair and consistent workflow.To use observation, feedback, and experience to seek ways to contribute to the Company’s continued improvement.Act as first point of escalation for EOD’s, complaints, and more complex cases and enquiries.Lead the induction and training of new employees to ensure they are compliant with the required standards of role performance and Company procedures.Adhere to the current company policy regarding data protection.Conduct HR required administrative tasks in line with the company’s policies.Carry out training sessions and case study exercises with the teams to enhance training gaps and improve process knowledge.Maintain relationships with other departments.Responsibility for performance management including SLA’s, KPI’s, QA performance, PCP’s and disciplinary.Act as a Champion for Health and Safety across the teams so that all activities are conducted with Safety and People Welfare as a prime consideration.SkillsYou'll need to have:People Management – The ability to lead, coach, train and motivate a team to ensure they operate at the expected standards.Supervision and Oversight – The ability to monitor all activity across the team to ensure the adherence to Company Policy, Procedures and Process, ensuring the early identification and correction of areas of deviation.Customer Care – High degree of customer care is paramount to the post as it involves the general support of the bereaved. This includes dealing closely with clients/ bereaved by telephone or face to face.Monitoring of Performance - Keep accurate records of activities and be able to manage and prioritise existing workloads and forecast future requirements.IT Skills - Be proficient in the use and application of the systems and technology available to fulfil the role and drive continuous improvement and innovation across the team.Personal Capabilities Experience: Leadership of teams either directly or matrixed.Working in accordance with detailed procedures.Work with flexibility as part of a team.Ability to solve problems. Ability to work with minimum of supervision.Personal Attributes: Smart, professional appearance.Emotionally resilient.Excellent communication with impeccable attention to detail.High level of organisational skills.Able to work under tight deadlines and pressureThe above is a summary of the duties and responsibilities of the role, however you may, from time to time, be required to undertake other reasonable duties as delegated by your line manager, and as the needs of the department/business may require.We provide:Full training on how to arrange and record a funeral plan so you can excel in your job. No Funeral experience is either expected or required.PensionDeath in service benefitCash contribution health planA modern working environment with free on-site parking.A rapidly growing company with ambitious plans and the chance to grow personally as new opportunities arise.A friendly and fun team who like working together and helping each other out.If you would like to be part of The Pure Family, where your hard work and commitment will be truly valued, and you enjoy working with friendly, supportive, and welcoming people, then we would love to hear from you.Please note, we may need to undertake a vetting process through the Disclosure and Barring Service (DBS) or Disclosure Scotland on new employees, dependent on requirement. All gaps in your CV must be disclosed.We reserve the right to close this advertisement early if we receive a high volume of suitable applications.
