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Customer Service Renewals, Team Leader

bionic-services-ltd · 30+ days ago
Negotiable
Full-time
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Location: London (Hybrid working)
This is a 12 month fixed term contract opportunity

About Bionic:
At Bionic, we want to make it radically easier for business owners to sort their business essentials. By using a world-class human service, smart technology & data and our tech-enabled experts help match business owners with the best deals for their energy, connectivity, insurance & finance. By creating a one-stop-shop for all business essentials, our purpose is to ‘earn the lifetime loyalty of British businesses’.   

To support our continued growth and exciting plans, we’re looking for a Customer Service Renewals, Team Leader to join our Customer Service Team in London, supporting our customers through their interactions with Bionic. 

About the role: 

As the leader of the Digital Renewals team, your main responsibilities will involve supervising, coordinating, and motivating a team of 7 Digital Renewals Specialists. Your primary goal will be to successfully sell and provide services for our industry-leading Digital Renewals proposition. Additionally, you will establish motivating team objectives and improve operational performance, delivering exceptional outcomes for both our customers and Bionic.

Our digital renewals team leader will have a strong focus on customer satisfaction; they will thrive on making our customers' lives significantly easier. They will enjoy leading a team in a fast-paced environment and managing them towards targets that drive business performance.

Day to Day in the role: 

  • Monitoring, tracking, and driving team performance, ensuring exceptional levels of customer service are delivered.  
  • Developing and running regular training sessions to develop agents and deliver for our customers.  
  • Coaching team members/leaders, identifying development gaps where applicable. 
  • Managing the team to meet and exceed daily, weekly, and monthly KPI’s. 
  • Objectively assessing performance and providing constructive feedback to develop team members. 
  • Using product/ industry knowledge to drive a consultative sales approach to drive customer retention. 

Experience requirements:

You’ll be an enthusiastic, customer-focused person, able to demonstrate: 

  • Prior experience as a team leader or manager customer service or sales role.  
  • Previous experience coaching, managing, and developing a team.  
  • Exceptional communication skills (verbal, written and listening). 
  • Consultative and value-driven sales approach. 
  • Experience pitching/negotiating/objection handling. 
  • Punctual, focused & dedicated. 
  • A brilliant team player. 

The interview process: 

  • Initial conversation with our Talent Acquisition Team 
  • 1st stage interview with the Hiring Manager 
  • Presentation based interview with some of the wider team 

About Bionic Group

Bionic has over 850 people working across three office locations and four businesses; Bionic - London, Bionic Outbound – Luton, Think Business Loans – Chelmsford, and Smart – Field based agents. 

We have a high energy work environment wherever the location; you can feel the passion the moment you walk through our door! Our work environments are packed with amazing people and energy, hubs of collaboration, creativity and fun! We’re one team, we get stuck in, we roll our sleeves up and we care about helping each other out wherever we can. We set the highest standards and show up every day to be the best version of ourselves. 

Working at Bionic means provides you many opportunities to advance your career, with incredible progression, recognition, and reward. 

Benefits

We know that our employees are what sets us aside from our competitors, our benefits are just part of the way we say thanks. 

Enhance your health & wellbeing 🌱 

  • Private healthcare cover 
  • Employee Assistance Programme, including a virtual GP service, priority physio & talking therapies 
  • Eyecare scheme 

Taking time away from work 🏖️ 

  • 25 days annual leave plus the 8 UK bank holidays, increasing with tenure 
  • 1 paid family/religious day of leave per year - following successful probation period 
  • 1 paid charity volunteering day per year 
  • Option to buy/sell up to an additional 3 days leave per year 

Family matters: for the special moments 🏠 

  • Enhanced maternity, paternity or shared parental leave 
  • 2 days off for your wedding upon joining, and up to 5 days after 2 years' service 
  • Flexible working options & a hybrid work approach 

Financial wellbeing 💸 

  • Auto-enrolled salary sacrifice pension scheme  
  • Life assurance 
  • Season ticket Loans, salary advances & loans to buy/rent a home – based on tenure 
  • Cycle to work scheme 

Recognition 🌟 

  • Highflyers incentive, a VIP experience for our high performers across Bionic group to celebrate success 
  • Company summer & Christmas party celebrations, business and local zonely & annual awards and recognition  
  • Long service awards 

Last updated on Mar 5, 2024

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