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 proc...