Customer Service Team Leader/Manager- Barnoldswick- up to £50k per annum- (12-month FTC)
Salary £40-50k doe
Hours Full Time, 37 hours between Monday to Friday 8.30-5:00
Location On site, Barnoldswick
Axon Moore is delighted to be representing a market leading Manufacturer based in Barnoldswick in the search for a hands-on people focused Customer Service or Sales Team Leader/Manager to join an established team on an initial 12-month contract.
The ideal candidate for this role: -
Will have a passion for customer service, excellent leadership skills, and a proven track record of managing a successful customer service or sales department.
Key Responsibilities:
Team Leadership & Management
- 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
Customer Experience
-
Handle escalated customer complaints
-
Ensure the team provide timely and effective resolution of customer issues, working within service level agreements
-
Implement and review NPS customer satisfaction tools to improve service
Policy and Procedure Development
:
- Develop and implement customer service policies and procedures
- Ensure the team adheres to company policies and standards
- Continuously improve service procedures to enhance customer experience
Performance Monitoring and Reporting
:
- Monitor and analyse customer service performance metrics such as call quality, KPIs
- Prepare and present regular reports on customer service performance
- Use data to identify areas for improvement and implement changes
Collaboration and Communication
:
- Work closely with other departments to ensure a seamless customer experience.
- Communicate effectively with team members and other stakeholders.
- Foster a positive and collaborative work environment.
Skills and Experience Required:
- Proven experience in a similar role
- Strong leadership skills to motivate and guide the customer service team
- Ability to drive change and influence others
If you are looking to work for a brand leader and have what it takes to deliver an exceptional service to both clients and colleagues, then this is the role for you!
Send you CV to or call me on if you have any additional questions ??
Good luck with your application!