Overview:
We are seeking a proactive and customer-focused Team Leader based in Windlesham to manage a small team delivering exceptional support to key clients. This role combines hands-on client interaction with team leadership, focusing on operational excellence, customer satisfaction, and continuous improvement.
Benefits:
- Competitive salary
- Employee recognition scheme
- Pension
Key Responsibilities:
- Lead and support a team of Customer Experience Support Advisors.
- Personally manage 1-2 high-value client helpdesks.
- Conduct regular 1-2-1s and performance reviews.
- Build strong client relationships and act as a point of escalation.
- Collaborate with internal teams to ensure effective issue resolution.
- Analyse and report on customer data.
- Identify and address recurring issues, implement improvements.
- Prepare quotes, manage billing support, and raise purchase orders.
- Support and deliver user training for client systems and portals.
- Participate in internal and client meetings to drive retention and growth opportunities.
Requirements:
- Enthusiastic, with a can-do attitude
- Exceptional Customer Service Skills.
- Proven experience in a customer-facing team leadership role.
- Strong communication, problem-solving, and relationship-building skills.
- Ability to manage multiple tasks and priorities effectively.
- Proficient in Microsoft Office and CRM tools.
- Self-motivated with a hands-on approach and a continuous improvement mindset.
Desirable:
- Experience supporting key accounts or working in a helpdesk/customer support environment.
- Exposure to CSAT/NPS reporting and client success initiatives.