Job Description
Customer Service Team Leader - £30,000
Location: Guildford, Surrey
Contract: Full Time
Job Summary
My client is looking to recruit a Customer Service Team Leader.
The candidate will work in a fast-paced environment, communicating with customers and engineers by phone and email to ensure a good standard of customer service.
Responsibilities / Duties
* Handle all incoming enquiries and/or complaints by phone and email and deal with them quickly and efficiently
* Manage process of raising jobs where customer service level 1 cannot find a service agent to do the job, then the customer service representative level two will source service agent further afield or a client Technical Engineer to carry out the work
* Manage the jobs allocated to service agents to ensure appointments have been booked with customers
* Document all call information according to standard operating procedures
* Chase outstanding invoices on a weekly basis with each service agent with all the jobs raised where we haven't received an invoice
* Manage jobs and invoices to close off outstanding work through the process of payments to finance
* Arrange collection of parts after job with warehouse and engineers
* Arrange for parts to be ordered ready to be dispatched from warehouse for engineer job orders
* Where required arrange warranty documentation to be sent to customers by post where products are registered for warranty on in house System (CIC) and Customer service level 1 needs a paper copy sent out
* Support the company promotions by keeping the data up to date
* Provide customers with product and service information
* Support training administration for engineer training days
* + other ad hoc duties
Skills/ Experience
* Worked in a call centre environment
* Experience working with Microsoft Office Excel and other MS Programs
* Highly motivated and pro-active
* Customer focused with excellent customer service
* Previous team leader experience
* Strong organisation skills
* Willing to learn new processes and adapt to changes
* Pay attention to detail
* Must be able to communicate at all levels and be a team member
* Strong Communication and Listening Skills
* Ability to Work as a Team and Individually
Benefits
* 22 days holiday, rising for long service
* Free on site parking
* Private health care after two full calendar years
* Employee benefit scheme
Customer Service Team Lead - Guildford - £30,000