Customer Service Team Leader

Zoek Pin Royal Leamington Spa, Warwickshire, England

Permanent (Unspecified)

Recently Posted

A superb new opportunity has arisen to join a global organisation in the role of Customer Services Team Leader. Managing a team of staff, the successful candidate will have an excellent track record of leading a successful workforce and the provision of 1 st class customer experiences.

The Customer Service Team Leader is responsible for driving best practice and efficiencies within the team to provide cutting edge customer service to the external customers and internal teams. They will have a passion for people and delivering great service in a busy environment.

Main duties:

Customer Service

The customer is central to business and this key communication position is responsible for the provision of services within the company at any point of customer interaction to ensure that our service exceeds the expectation and needs of our customer. A passion for delivering the highest level of customer service is required and within the business to drive excellence. This cannot be emphasised enough that the core purpose is to address the level of service offered.

Performance

This key position is to monitor and analyse the current system of services to ensure they are effective and match the strategies to improve both the level of service and efficiencies within the business. This will include maximizing the customer experience and improving the flow communication in the business to ensure we deliver. The methods of communications are to be analysed and monitored to ensure the team is reaching the desired standard of response in the desired time frame.

As an integral part of the team, the TL is to carry out daily routine tasks: sales order entry, responding to customer queries, reviewing reports and actioning these to work with the team members and identify the process gaps, knowledge gaps, training needs and recommend improvements.

Team Building

The Customer Service Team Leader will be expected to coach, inspire, support and motivate the team members, driving high performance and encourage engagement with the customer. Be passionate about providing the best possible service hence motivating and driving the team's performance to succeed.

Communication

The key to the role is communication. Not only to guide our customers to manage their expectations but to liaise with other departments to resolve issues to a high level of customer satisfaction. Complex customer queries are dealt with exceptional communications skills. Again looking at how and why a customer is contacting us and ensuring we are addressing the subject satisfactorily. Identify new methods of managing customer communications and ensure we monitor these to maximise the efficiencies and achieve our desired standards.

Supervision

This position is responsible for ensuring regular reviews with each team member for performance and progress to identify training needs and boost team morale. The focus is to build trust and advocacy amongst teams and so reflecting in the offer of quality service to the customer.

Measures

The Customer Service team leader will be responsible for continuous improvement plans that support the targets and KPI's for the department set by the Customer Services Manager. As a target lead company, the Team Leader will be managing personal, team and divisional targets to demonstrate we are achieving the business goals.

Minimum Requirements/Qualifications:

Demonstrable experience as a customer service focused professional.

Demonstrable Supervisory/management experience essential

GCSEs in English and Maths

Demonstrable experience with customer communications.

Demonstrable experience for training and coaching experience.

Skills required/desired:

Demonstrated leadership and vision in managing staff groups

Strong proactive customer service skills

Strong interpersonal skills and a collaborative management style

Excellent attention to detail, time management and process management

Excellent written and verbal communication skills

General business skills such as negotiation, strong organizational skills, problem solving and fact-based decision making.

Proficient in the use of computer applications and software

Ability to perform a wide variety of tasks and multi-task efficiently and excels in working in a fast-paced environment.

Professional demeanour

Proactive and creative
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