Are you a natural leader with a passion for delivering exceptional customer service? Join our dynamic call centre team at Anglian Home Improvements as a Customer Services Team Leader and play a vital role in driving team success and enhancing customer satisfaction across the nation! This role is hybrid with a blend of working in the office and from home for a fixed period of 9 months.
About the Role
As a Customer Services Team Leader, you'll oversee a team of dedicated Customer Service Representatives, ensuring they deliver top-notch service to our valued customers. You'll lead by example, mentor your team, and contribute to a positive, high-performing call centre environment.
Key Responsibilities
1. Team Leadership: Supervise, motivate, and support a team of Customer Service Representatives.
2. Performance Management: Monitor KPIs, conduct regular evaluations, and provide constructive feedback.
3. Customer Support: Act as an escalation point for complex customer issues, ensuring swift resolutions.
4. Training & Development: Provide ongoing coaching and training to enhance team skills and product knowledge.
5. Operational Efficiency: Monitor workflows, analyse metrics, and implement process improvements.
6. Collaboration: Liaise with senior management and other departments to ensure ...