Job Overview
We are seeking a dedicated and experienced Customer Care Team Leader to oversee our customer service and internal account managers. The ideal candidate will possess strong leadership skills and the ability to manage a diverse team effectively. This role requires excellent communication skills, both written and verbal. As a Customer Care Team Leader, you will be responsible for ensuring high-quality service delivery and fostering a positive work environment.
Duties
* Lead and supervise the customer care team, providing guidance and support to ensure exceptional service is delivered.
* Manage daily operations of the customer care department, ensuring all customer inquiries are addressed promptly and efficiently.
* Analyze team performance metrics to identify areas for improvement and implement strategies to enhance service quality.
* Work with senior managers to conduct regular training sessions for team members to develop their skills and knowledge in all areas of the department whilst creating a best practice approach.
* Foster a collaborative team environment that encourages open communication and teamwork.
* Handle escalated customer issues with professionalism, ensuring satisfactory resolutions are achieved.
* Prepare reports on team performance, highlighting achievements and areas needing attention.
Requirements
* Proven experience in a supervisory or leadership role within customer service and telesales environments.
* Strong ability to communicate effectively.
* Excellent analytical skills with the ability to assess performance data and make informed decisions.
* Demonstrated ability to manage a diverse team, fostering an inclusive atmosphere.
* Strong problem-solving skills with a focus on delivering solutions that enhance customer satisfaction.
* A proactive approach to leadership, with the capability to motivate and inspire team members.
* Flexibility to adapt to changing priorities and business needs.
Join us as we strive to provide outstanding customer care while leading a dynamic team!
Job Types: Full-time, Permanent
Pay: £24,000.00-£26,000.00 per year
Additional pay:
* Commission pay
Benefits:
* Company pension
* Cycle to work scheme
* Employee discount
* Health & wellbeing programme
* Store discount
Schedule:
* Monday to Friday
* No weekends
Experience:
* Leadership: 2 years (preferred)
* B2B Customer Service & Sales: 1 year (preferred)
Work Location: In person
Reference ID: Team leader BS3
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