Customer Service Team Leader Monday-Friday, 8:30am-5pm Fully Office Based in Dartford £32k-£34k Per Annum DOE Brief Summary of Duties: Lead and manage a dynamic team of customer service agents, ensuring the delivery of exceptional customer experiences. Leverage Salesforce.com to optimize workflows, monitor performance, and enhance service delivery. Serve as a key problem solver, identifying challenges and implementing solutions that prioritize customer satisfaction. Knowledge of Microsoft Dynamics 365 is advantageous. Main duties include, but not limited to: Customer Experience (70%): Foster a customer-first culture by delivering industry-leading service through all communication channels, including email and telephone. Proactively manage and resolve customer enquiries, complaints, and complex issues to enhance customer satisfaction. Utilize Salesforce.com to track and analyse customer interactions, identify trends, and implement process improvements. Develop and maintain product knowledge to effectively address customer questions and promote solutions. Leadership & Performance (30%): Working with the Team Manager, to coach, and develop a team of customer service agents, ensuring alignment with departmental objectives and performance metrics. Conduct team meetings & one-to-ones to support colleague development Act as a key point of contact for escalations, ensuring timely and effective resolution of issues. Drive process innovation and improvements to enhance team productivity and service quality. Oversee workforce planning to address workload fluctuations and seasonal variations effectively. Collaboration: Build and maintain strong relationships with internal stakeholders across Customer Service, Sales & Marketing, Operations, and Finance to drive continuous service improvements. Participate in cross-departmental initiatives to align customer service with broader business goals. Skills / Experience Required: Salesforce.com Expertise: Proficiency in Salesforce.com for managing customer interactions and reporting. Problem-Solving Mindset: Demonstrates a proactive approach to identifying challenges and creating effective solutions. D365 Knowledge: Familiarity with Microsoft Dynamics 365 is a plus. Leadership: Proven experience in managing and developing high-performing teams in a customer service environment. Customer Focus: Strong ability to balance customer expectations with business priorities while maintaining brand values. Communication: Exceptional verbal and written communication skills, with the ability to influence and motivate. Performance & Metrics: Achieve operational targets and key performance indicators as set by the Head Of Customer Service Maintain high standards in call and email quality, response times, and resolution rates. Analyse management data to identify opportunities for training, development, and process optimization. Braundton Consulting is a recruitment agency, working on behalf of a client