Customer Service Team Leader
- Annual Salary: £25k per annum
- Location: Chandlers Ford (1 day in the office)
- Job Type: Full-time (Monday to Friday)
We are looking for a proactive and experienced Customer Service Team Leader. The ideal candidate will be responsible for recruiting, coaching, and training new staff, as well as managing stakeholder issues and improving processes. This role is crucial in ensuring the smooth operation of a customer service team and maintaining high-quality standards.
Day-to-day of the role:
- Recruit, coach, and train new customer service staff to ensure they are fully equipped to meet the needs of customers.
- Escalate and manage any issues from stakeholders promptly and effectively.
- Update and configure reports to track team performance and customer service metrics.
- Identify opportunities for process improvement to enhance customer satisfaction and team efficiency.
- Monitor team performance and report metrics to management to inform decision-making.
- Conduct quality analysis to maintain high standards of customer service.
Required Skills & Qualifications:
- Proven experience managing a customer service team.
- Ability to work to tight deadlines and manage a varied workload.
- Confident in using Microsoft packages, with a particular emphasis on Excel.
- Strong ability to work under pressure and use initiative to solve problems.
- Excellent prioritisation skills to effectively manage the team's workload.
- Experience in onboarding and training new staff, ensuring they are ready to deliver exceptional customer service.
Benefits:
- Opportunity to work in a dynamic and supportive environment.
- Professional development through coaching and training opportunities.
- Discount schemes.
- Mental Health and Councelling services.
- Hybrid working, 1 day in the office.
To apply for this Customer Service Team Leader position, please submit your CV and cover letter online or contact your local Reed Southampton office. Your application should detail your relevant experience and explain why you are interested in leading our customer service team.