Customer Service Team Leader
£28,000 p/a
Based Diss (office based on Monday/Tuesday and Thursday, home based Wednesday and Friday)
The Customer Service Team Leader will hold responsibility to help support and effectively lead a team of direct reports, ensuring customer emails, and escalations are efficiently and effectively actioned to a high level of service.
In this role you will be a people leader who is there to support your team in all areas of their position. Leading by example, your support is the most important aspect of the role, either helping individuals to achieve their KPIs or working with them as a member of the team when required.
You will be responsible for implementing wider team KPIs for your individuals and creating a positive environment for your team to work. Your main focus should be your people and being the most effective leader for your area of the team.
Your role will also be to report to and assist the Customer Services Manager in achieving the wider team goals, objectives and SLAs.
Key Responsibilities and Tasks
Delivering Results
- Ensuring the delivery of high-standard service-level (SLA) targets
- Implementing a high level of support across communication channels: Emails, social media, feedback (i.e. Trustpilot), (live chat, FAQ, etc.)
- Monitoring the upkeep and changes of the Telephony and Live Chat workflows.
- Being responsible for the delivery of excellence service to our customers via telephone, written emails and live chat
- Delivering on weekly/monthly objectives for the business
- Implementing incentives as dictated by the Customer Service Team Manager or business
- Carrying out regular one to ones with your direct reports providing constructive feedback and identifying training needs
- Ensuring your direct reports adhere to the Contact Centre procedures and policies
- Reporting and monitoring on SLA targets and results
- Working with key members of the business to ensure that processes and policies are created and maintained
Customer Focus
- Drive a mentality of 5 Star outstanding service!
- Ensuring that the information provided to our customers is both professional and accurate in your area
- Ensuring that all our customers receive a timely written response to their email within a 24hour period
Key Skills Required
- People management skills
- Experience of working in a customer service environment is desirable
- Customer-focused view on how to deliver exceptional customer service
- Strong leadership skills and ability to lead by example
- Proficient in escalation handling
- Good understanding of people with the ability to adapt your leadership style to match your reports and situations
- A 'can-do' attitude and collaborative nature
- A basic level of understanding in Microsoft products such as Word & Excel
If this role is of interest, please send your CV to today!