Customer Service Team Leader
Location: Poole, Dorset
Salary: £32,000 per annum
Hours: Monday – Friday 8.00am – 5.00pm
We are seeking a highly motivated and results-oriented Customer Service Team Leader to join a dynamic team at a leading manufacturer of commercial and residential goods. As a Team Leader, you will be responsible for leading and supporting a team of Customer Service Representatives while ensuring exceptional customer service and achieving key performance indicators.
Main Responsibilities:
Team Leadership:
* Lead, motivate, and mentor the Customer Service team.
* Conduct team meetings, provide regular feedback, and identify areas for improvement.
* Coach and develop team members to enhance their skills and knowledge.
Customer Service Excellence:
* Handle complex customer enquiries and complaints effectively and efficiently.
* Ensure all customer interactions are handled professionally and empathetically.
* Proactively identify and resolve customer issues.
* Build and maintain strong customer relationships.
Operational Management:
* Oversee daily team operations, including order processing, order tracking, and returns management.
* Monitor team performance against key metrics (e.g., customer satisfaction, call handling times).
* Analyse customer data and identify areas for improvement in service delivery.
* Ensure compliance with all relevant company policies and procedures.
Product Knowledge:
* Develop and maintain in-depth knowledge of the full product range.
* Provide accurate and informative product advice to customers and team members.
* Identify opportunities to upsell and cross-sell products.
System & Process Improvement:
* Identify and implement process improvements to enhance efficiency and customer satisfaction.
* Provide system support and training to team members.
* Maintain accurate records and data.
Skills/Experience Required:
* Minimum 2 years of experience in a fast-paced call centre or customer service environment.
* Proven experience in a team leadership or supervisory role.
* Excellent communication and interpersonal skills, both written and verbal.
* Strong customer service orientation with a focus on exceeding customer expectations.
* Proficiency in Microsoft Office Suite.
* Experience with CRM systems is advantageous.
* Ability to work under pressure and meet deadlines.
* Strong analytical and problem-solving skills.
In return for your hard work and commitment, our client offers great benefits, including:
Great team culture, within a supportive, stable and progressive business.
Competitive holiday allowance.
Pension scheme.
Free parking.
External benefits and reward scheme.
Generous staff discount.
Work in a dynamic and supportive team environment