We are delighted to be supporting an innovative technology company in their search for a Team Leader. This is a fast-paced and varied position where you will be managing a team of 10 people to provide first line support to their partners in schools, responding to all enquiries, problem solving and listening to customers to find the best solution. The ideal candidate will be passionate for delivering first class customer service, who is inquisitive, can manage a team and enjoys investigating problems. You will have the scope to improve processes and streamline efficiencies.
The responsibilities of theTeam Leader:
- Answering and resolving complex customer queries, via the phone, webchat and emails.
- Tracking metrics and complex data to identify key customer trends.
- Coaching and mentoring team members.
- Leading daily and weekly meetings with suggestions.
- Driving processesfrom start to finish.
- Analysing real time data and acting on information.
- Interacting with customers with more senior queries, handling complaints and escalations whilst providing a professional approach.
- Providing feedback to team members and managing the teams works flow.
- Tracking the Customer Service teams performance and analysing trends for improvement and opportunities for enhancement.
- Liaising with other departments in the organisation to relay customer insights.
- Investigating and problem-solving metrics and complex customer queries.
The ideal person will have:
- Has worked in a managerial role and customer service/call centre environment.
- A strong investigator and problem solver.
- Building solid relationships with school partners.
- Effective written and verbal communication.
- Technical mindset and ability to troubleshoot complex problems.
- The ability to lead a teamand to remain calm and professional during stressful situations.
- Experience using a CRM or MIS system and ability to pick up new systems quickly.
- Strong attention to detail and organisation skills.
The company offers:
- Career progression opportunities.
Hybrid working.
- Competitive Annual Leave.
- Fantastic team culture.
- Health and wellbeing support.
If you enjoy problem solving, manging a team, have a technical mindset and excellent communication skills this could be the ideal opportunity for you. Get in touch today for further information.
Due to the amount of response we receive, unfortunately we are not able to give feedback to individuals, if you have not heard back within 5 days please assume that you have not been successful for the role you have applied for. By applying to this advertisement, you are hereby giving consent for Jo Holdsworth Recruitment to hold your details for a 30 day period and contact you via any method of contact you have listed on your application. (Jo Holdsworth Recruitment - Recruitment Agency)