We are seeking a highly motivated and experienced Customer Service Manager or Senior Team Leader to join our amazing client on a 12-month fixed term contract to lead the customer service team. The ideal candidate will have a passion for customer service, excellent leadership skills, and a proven track record of managing a successful customer service department. There will be plenty of process improvements and efficiencies required, enhance the level of customer service they provide as standard – make it outstanding, performance management of the team and developing individuals.
This is a 12 month Fixed-term contract working Full Time, 37 hours between Monday to Friday 8.30am-5pm. Hybrid working is also available
Duties:
- Lead and manage the customer service team to deliver a first-class customer experience and ensure consistently high levels of customer satisfaction
- Train, mentor, and develop the team
- Conduct regular performance reviews and 121s
- Handle escalated customer complaints
- Ensure the team provide timely and effective resolution of customer issues, working within service level agreements
- Prepare and present regular reports on customer service performance
- Work closely with other departments to ensure a seamless customer experience.
- Communicate effectively with team members and other stakeholders.
Experience:
- Proven experience in a similar role
- Clear and effective communicator
- Strong leadership skills to motivate and guide the customer service team
- Positive attitude and passion for customer service
- Ability to drive change and influence others
- Proficient with Microsoft packages and CS technology