Temporary Customer Service Team Leader

About the Company

At PromoVeritas, we shape and implement prize promotions for major brands such as Cadbury, Kellogg’s, American Express and Pepsi. 

We are a team of 40+ legal, marketing, project management, data, logistics, and web development experts who manage everything from giving solid legal advice on implementing promotions worldwide, to selecting winners of prize draws, to judging entries for competitions or creating ‘Willy Wonka’ style instant win packs, to contacting winners and arranging their prizes – all with an emphasis on compliance, knowledge and consumer care. 

There is a huge amount of variety, a strong team ethos and the joy of seeing your work on supermarket shelves and websites all around the world.  Although the company is grounded in compliance and operations, a significant and growing source of revenue is our digital services, and we are now looking to expand our team of developers.

About the role

Reporting to the Senior Programme Manager, you will be responsible for the day-to-day operation of the project. The role will play a pivotal role in delivering this high-quality service, ensuring all queries are dealt with promptly. This role will be a part of the Customer Service team delivering key customer focused services. The role requires a high level of customer service and the ability to communicate orally as well as in writing, working off own initiative and performing consistently and efficiently. Working to achieve optimum customer satisfaction at all times.   

Key accountabilities and activities

• To provide a consistently high standard of customer service to all customers
• Responsible for ensuring the day to day operational and administrative workload for the customer operations team is delivered in line with the business KPIs
• Line manage and maintain the training and development for the team and proactively driving continuous development
• First contact resolution and customer satisfaction
• Respond appropriately and professionally to all customers within the agreed SLA
• Handling live customer complaints and queries via calls and emails
• Strong work ethic giving full attention to detail and accuracy
• To resolve complaint received and investigate thoroughly whilst also reporting findings to the Senior Programme Manager
• Be able to demonstrate a strong customer focus in a fast-paced environment
• Communicate with customers about their orders, including any delays or changes in delivery
• Keep confidential records and financial information private and secure
• Draft / amend winner communication phone scripts and email message templates, tailoring existing resources for Senior Programme Manager approval
• Contact and reply to winners by phone, text and email
• Record all contact and process steps with winners via project specific winner tracking documentation / spreadsheets / databases
• Monitor promotional email accounts and content management systems, record data and issue replies per agreed time targets
• Populate project data reports and keep our business system up to date
• Supply winner data to fulfilment suppliers
• Handle project issues / problems through investigating and identifying possible causes. Apply remedial actions as agreed by Senior Programme Manager

Skills and qualifications

• Minimum 2 year full time experience in a customer service environment or  project management role
• Can use MS Word, Excel, Outlook and PowerPoint with good keyboard skills
• Clear, understandable speaking voice. Native English standard language
• Friendly and patient
• Able to work in a fast-paced environment
• Able to work in a team
• Attentive to detail
• Excellent written communications and verbal skills
• Ability to remain calm and composed in a fast-paced, high-pressured environment
• Proficiency with basic computer applications such as Microsoft Windows, Word, Excel
• Able to work on deadline
• Good people supervision skills and previous experience of leading people
• Good planning and organisations skills
• Highly self-motivated individual
• Problem solver
• Listening skills
• Able to prioritise
• Strong administration skills and willingness to be flexible
• Excellent interpersonal skills with willingness to co-operate and work effectively as part of a team
• Prior experience working in call centres or as an at home customer service agent
• Bilingual language desirable especially, Spanish and Japanese

Team Work

• Take direction, accept critique, seek clarity and provide input
• Proactively support team members as required by changing workload demands
• Share skills and knowledge with colleagues within and across teams
• Contribute own experience and ideas
• Demonstrate the ability to juggle tasks without error
• Ensure faultless attention to detail at all times

If you meet the requirements for the role and are looking to join an innovative and rapidly growing business then please apply with a CV and covering letter to rina.gandhi@promoveritas.com.