Customer Service Team Leader
Location: Guildford (Hybrid Options Available)
Salary: £45,000
Hours: Monday to Friday, 8:30am-5pm
Daily Duties
Supervising the management of Inbound and Outbound Calls, Customer Emails, Online Portal activity and future processes
Day to day management and point of escalation for customer contact specialists
Understand the commercial and company strategy to facilitate the introduction of customer service improvements
Review the responsibilities of internal departments and align these with our future strategy
Understand the complete customer journey to improve efficiency, and effectiveness.
Assisting the complaints manager with the analysis, monitoring, checking and response to reviews via social media
Define customer satisfaction targets and coordinate internal teams to measure and consistently achieve these.
Analysis of customer calls and responses to ensure quality standards are in place
Creating and updating internal procedures and generating reports to illustrate department Management Information
Provide leadership and guidance, to team members to promote a culture of continuous improvement.
Promoting company values and ensuring the teams adherence to the values
Interacting with the HR department as a partner in all relevant HR topics
Key Skills
Excellent communication skills
Team management skills
Time management skills
Analytical approach to work
Benefits
10% Pension contribution (Employee to contribute minimum 3%)
Life Assurance (5x Basic salary)
Flexible working
Private Medical Insurance provided by AXA
Access to the Employee Assistance Programme via AXA Health
Regular appraisals, training and career development
Access to the full LinkedIn learning library
Support with Charity incentives
Length of service recognition awards
Free Parking (to be confirmed depending on location)