Customer Service Team Leader
Salary: £33,500 per annum
Location: Crayford, DA1 4QX
Contract type: Full time, Permanent
Hours: Monday - Friday, 9am - 5pm
You will liaise with all areas of the business and external customers to assist in leading the Customer Service team in the delivery of exceptional customer service whilst also supporting the Account Managers/Accounts and Sales team. You will be required to report on team and individual KPIs as well as looking at ways to improve processes and team performance constantly. Customer and company SLAs will be required to be achieved whilst always putting the customer experience and journey first and keeping up to date with all business changes.
Key Responsibilities
* Coach, support and manage the customer service team daily making sure that the teams are always providing the highest quality of customer service.
* Oversee teams working with Depots, Finance, Account Managers, and Sales to ensure smooth service running, while always looking for ways to improve processes to enhance the customer journey.
* Encourage proactive engagement with all areas of the business including the Sales and Account Management teams to actively create and maintain key working relationships.
* Assist with basic queries when Account Managers are away from the business and make key decisions based on processes, past experiences, and help from other key people in the business.
* Manage, monitor, and report calculation of productivity bonus and monthly KPI figures to the Customer Service Manager.
* Attend regular review meetings with heads of departments including sales and account management while providing analytical feedback, reporting, and updates on customers and performance where required.
* Assist with the coaching/mentoring and personal development of team members in line with their expectations/capabilities and potential.
About You
* Previous experience in a fast-paced customer-focused environment.
* Ability and commitment to delivering excellent customer service.
* Excellent communication skills, both written and verbal.
* Excellent attention to detail, problem-solving abilities, organization, and ownership while also being able to delegate tasks.
* Highly competent in standard software packages and excellent IT skills while willing to learn new ones.
* Ability to prioritize own workload, multi-task, work self-sufficiently while also dealing with customer complaints and being proactive in all areas of the role.
* Able to work under pressure showing flexibility when required in order to meet deadlines/targets.
* Able to produce and share daily/weekly/monthly reporting to the business.
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