If you're a passionate and experienced Customer Service Advisor, Senior Customer Service Advisor, or perhaps feeling undervalued in your current role, this could be the perfect opportunity for you. If you have a natural talent for mentoring teams, driving outstanding service, and handling complex customer interactions, we want to hear from you! This is your chance to lead, grow, and make a real impact in a thriving business.
We are looking for a dedicated Customer Service Team Leader (CSTL) to join a dynamic team based in Newark. This role will see you lead a team of 3 full-time Customer Service Agents and 1 part-time Agent. As CSTL, you will be at the heart of ensuring top-tier customer service is consistently delivered, while collaborating closely with various internal departments such as Sales, Logistics, Manufacturing, and Delivery.
Key Responsibilities:
* Lead and motivate a team of customer service professionals to achieve outstanding service standards.
* Ensure customer enquiries are handled promptly and effectively, managing email, ticket systems, and phone queries.
* Monitor and report on KPIs, customer satisfaction, and reviews to drive continuous improvement.
* Oversee team performance, conduct one-to-ones, manage capacity, holidays, sickness, and absence.
* Deal with escalated enquiries, ensuring resolution and maintaining high levels of customer satisfaction.
* Collaborate with internal teams to resolve product-related issues, ensure smooth logistics, and improve the overall customer experience.
* Manage and analyse feedback to implement actionable insights for service improvements.
* Take on a hands-on approach to product knowledge, ensuring the team is well-informed and supported.
* Foster a culture of inquisitiveness and continuous learning, encouraging team members to ask open-ended questions and engage in problem-solving.
What We’re Looking For:
* Proven experience in customer service leadership, ideally within a product or service-based environment.
* A passion for delivering 5* customer service and a natural ability to lead by example.
* Excellent communication skills and the ability to manage and motivate a team effectively.
* Strong organisational skills, with the ability to manage performance, resources, and employee relations.
* Comfortable with KPIs, performance metrics, and feedback management processes.
* A proactive and inquisitive mindset, eager to learn the ins and outs of the business.
* Ability to thrive in a fast-paced environment, especially during peak periods (up to 900 phone calls a week).
* Due to the location of the role, you must have access to your own transport.
If you’re ready to take the next step in your career and lead a customer service team to new heights, we’d love to hear from you. Apply today