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Team Lead, Customer Care
2 weeks ago
**Position Title**: Customer Care Team Lead
**Reports To**: Senior Manager, Customer Success
**Team Lead to**: Customer Care Liaisons
**The Organization**
At Wholesome Kids Catering, our core values are deeply ingrained in everything we do. With a purpose to Nourish Lives, we take pride in providing childcare centres and schools with healthy, delicious, and child-friendly meals and snacks. Our dedicated and experienced staff are driven by their passion for delivering WOW to all our valued customers and stakeholders.
Our menus are thoughtfully crafted to align with our 'Eat Grow Thrive' philosophy, emphasizing excellent nutrition while incorporating flavors and foods that children love, truly nourishing their active lives and development.
Over the next three years, our primary focus is to be the Dominant Brand for childcare catering in the GTHA. Our state-of-the-art, custom-designed facility will support our top-line growth and overall strategic long-term plans. We have a proven track record of growth, and we are committed to delivering on our six differentiators that will elevate our customers, our services and our processes which will solidify our competitive difference of being a strong Trusted Partner.
At Wholesome Kids Catering, our journey is defined by our unwavering commitment and passion to Nourishing Lives and living out our values each day.
**The Role**
We are looking for a high-performing Customer Care Team Lead, an A team player, who plays to win with the best outcome for our customers. You will lead a team who are responsible for answering phones, creating rapport and finding solutions (short and long term) for our amazing customers. You have great problem-solving skills and like to think out of the box to find creative solutions. You are a high performer, able to create an inspiring team environment focused on the customer, able to monitor and adjust the approach based on volumes and ensure the workload is shared throughout the team. You are able to work in a fast-paced environment with an amazing group of people. You always care about the quality of your work and the work of others in your team, and ensures that everyone is well trained and capability to answer difficult questions and respond to various situations in a professional and capable manner. You are committed to our My Word, My Promise value to deliver an uplifting service for our customers. You have the ability to find positive solutions for our customers’ needs and lead the change from reactive to proactive customer service. Your focus is on growth, through collaboration and learning for yourself and the company to benefit our customers.
**Success**
**Education & Experience**
- College Diploma or University degree, ideally in business administration or similar program.
- Minimum 4-5 years of Customer Care experience
- Minimum 2-3 years of Data Entry experience
- 2-4 years in leading a team is preferred
- Knowledge of food production, and/or nutrition is a strong asset
- Knowledge of Child Care legislation/licensing is a strong asset
- Safe Food Handler certificate/knowledge a strong asset
- G License and access to a vehicle for occasional work in the field
- A clear Vulnerable Sector Check
**Skills, Knowledge and Abilities**
- Personable, professional and can lead a team positively with a diverse group with various levels of responsibility and accountability
- Strong Customer Centric Focus and Service Orientation
- Process assessment and orientation
- Ability to Delegate, monitor and adjust workflows within a team
- Ability to Learn and Leverage technology
- Intermediate skill level in Microsoft Office Suite of products - Word, Excel, PDF, Outlook
- Intermediate skill level in CRM (customer database) or ERP system, preferably Hubspot and/or MS Navision
- Intermediate skill level in Adobe file creation and edits.
- Strong problem solving skills
- Attention to detail
- Self-driven, motivated and results oriented
- Works well independently and in a team
- Strong verbal and written communication in English
- Second language a strong asset
**Key Responsibilities**
**TEAM LEAD**
- Responsible for overseeing the day-to-day operations of the Service team, providing guidance and support, and ensuring that team members are meeting performance targets and delivering high-quality customer service.
- Works in Collaboration with Customer Care Team Lead (Admin) to ensure the whole team remains aligned, productive and responsibilities are balanced between both team leads and team members.
- Communicates goals, targets and supports the team in processes that will align to success achievement of goals and targets. Monitors team progress and makes recommendations on continuous improvement opportunities.
- Responsible for training programs, onboarding and assisting new team members, as well as providing ongoing coaching and development opportunities for team members.
- Handling escalated customer inquiries or complaints. This may involve l
