Weekend Customer Service Lead
Location: Onsite (Marston Green, B37)
Hours: 20 Hours Per Week
Working Pattern: Friday (4 Hours), Saturday (8 Hours), Sunday (8 Hours)
Contract: Permanent
We're Recruiting on Behalf of Our Prestigious Client
We are delighted to be supporting our client, a growing and customer-focused organisation based in the Marston Green (B37) area, with the recruitment of a Weekend Customer Service Lead.
This is an exciting opportunity for an experienced customer service professional who enjoys speaking with people, thrives in a fast-paced environment, and is passionate about delivering outstanding customer experiences. Working Onsite you will play a key role in supporting customers throughout their claims journey while helping to drive operational excellence during weekend operations.
The Role
As a Weekend Customer Service Lead, you will oversee customer interactions from initial instruction through to vehicle arrival at site, ensuring customers receive timely updates, excellent service, and a seamless experience throughout the process.
Key Responsibilities
- Managing customer claims from initial instruction through to vehicle arrival at site.
- Making outbound calls to customers, providing updates and keeping them informed throughout the process.
- Liaising with customers, recovery agents, and repair sites to ensure vehicles are collected and delivered efficiently.
- Processing and maintaining accurate claim records within internal systems.
- Monitoring workflow queues and prioritising tasks to ensure service levels are consistently achieved.
- Working collaboratively with Client Leads to support weekend operational planning.
- Resolving customer concerns and service issues quickly and professionally.
- Monitoring performance against service targets and identifying opportunities for improvement.
- Using customer feedback and operational data to enhance service delivery.
- Supporting and guiding colleagues to deliver exceptional customer outcomes.
About You
To be considered for this position, you must have experience working within:
- A contact centre or customer service-focused environment, or
- An insurance claims or insurance operations environment.
You will also have:
- Experience handling both inbound and outbound customer calls.
- A genuine passion for speaking with people and delivering exceptional customer service.
- The ability to build rapport quickly and create positive customer experiences.
- Excellent communication and listening skills.
- Confidence working within a fast-paced, high-volume environment.
- Strong organisational and problem-solving abilities.
- The ability to remain calm and professional when managing challenging situations.
- Good IT skills, including experience using customer management systems and Microsoft Office applications.
What's On Offer
- Permanent contract
- 20-hour weekend working pattern
- Company benefits package
- Supportive and collaborative team culture
- Ongoing training and career development opportunities
- The opportunity to make a real impact on customer satisfaction and operational success
If you're a customer-focused professional who enjoys helping people, thrives on delivering excellent service, and is looking for a rewarding weekend opportunity, we'd love to hear from you.
Apply today to find out more about this exciting opportunity.
Pay: £15.83 per hour
Benefits:
- Company pension
- Free parking
- On-site parking
Experience:
- Contact Centre: 2 years (required)
Work Location: In person
