Customer Service Team Leader
Woking
Salary: £29k-£32k
Hours of work: 8am-8pm (8-hour shift, Monday to Friday, with two Saturdays per month and one day off in the week).
Due to continued growth as the UK market leader, we are looking to recruit a Team Leader for our clients After Care Customer Service division.
The Team Leaders are responsible for leading and inspiring a team of customer service advisors to deliver the highest level of customer service.
The Aftercare Team serves as the 'first point of contact' for customers who need advice or product support and plays a crucial part in our overall service delivery. As Aftercare Team Leader, you will have excellent communication and problem-solving skills, a passion for customer service, and the ability to motivate and mentor team members.
Key Responsibilities:
1. Reporting directly to the Head of Customer Experience, responsible for leading and motivating a team of customer service representatives to deliver exceptional customer experience.
2. Ensure your team promptly answers incoming customer enquiries and work with your team to embed a 'best-in-class' customer experience.
3. Maximise the capacity of service engineers and ensure the team reacts promptly when scheduling service appointments for customers.
4. Ensure the team is available to support field-based service engineers.
5. Manage the performance of your team against specific KPIs and service standards.
6. Demonstrate a coaching mentality by providing feedback and coaching through regular 121's, team meetings, and personal performance management.
7. Resolve customer escalations and complaints, ensuring resolutions are provided promptly and professionally.
8. Use customer insight and feedback to help drive process development and improvements.
9. Resource/rota management to ensure sufficient team coverage and general absence management.
Essential Skills and Experience:
1. Experience of managing a team within a service delivery environment - Desirable
2. Experience of using CRM systems, preferably Salesforce/IFS - Desirable
3. Working experience of leading a team to effectively manage high call and enquiry volumes
4. Strong Microsoft IT skills
5. Demonstrates resilience and remains calm under pressure
6. Passion for customer service and takes ownership of finding the best outcome for the customer
7. Approachable character with a positive persona, promoting positivity within the workplace
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