Customer Service Team Leader
Woking
Salary £29k-£32k
Hours of work between 8am-8pm. Note it is only an 8 hour shift, Monday to Friday. The candidate is required to work two Saturdays in a month giving one day off in the week.
Due to continued growth as the UK market leader, we are looking to recruit a Team Leader for our clients After Care Customer Service division.
The Team Leaders are responsible for leading and inspiring a team of customer service advisors to deliver the highest level of customer service.
The Aftercare Team serve as the 'first point of contact' for customers who need advice or product support and play a crucial part in our overall service delivery. As Aftercare Team Leader, you will have excellent communication and problem-solving skills, a passion for customer service, and the ability to motivate and mentor team members.
Key responsibilities;
- Reporting directly to the Head of Customer Experience, you will be responsible for leading and motivating a team of customer service representatives to deliver exceptional customer experience.
- As Aftercare Team Leader, you will ensure your team promptly answer incoming customer enquiries and will work with your team to embed a 'best-in-class' customer experience.
- You will ensure we maximise the capacity of our service engineers, ensuring the team react promptly when scheduling service appointments for our customers. Maximising our available service capacity and ensuring we react promptly to in day diary and resource changes.
- Ensuring the team are available to support our field-based service engineers.
- You will manage the performance of your team against specific KPI's and service standards.
- Demonstrate a coaching mentality by providing feedback and coaching through the facilitation of regular 121's, Team Meetings, and personal performance management.
- Resolve customer escalations and complaints, and ensure resolutions are provided promptly and professionally.
- Use customer insight and feedback to help drive process development and improvements.
- Resource/Rota management to ensure sufficient team coverage and general absence management.
Essentials skills and experience:
- Experience of managing a team within a service delivery environment - Desirable
- Experience of using CRM systems, preferably Salesforce/IFS - Desirable
- Working experience of leading a team to effectively manage high call and enquiry volumes
- Strong Microsoft IT skills
- Demonstrates resilience and remains calm under pressure
- Has a passion for customer service and takes ownership of finding the best outcome for the customer.
- Is an approachable character with a positive persona and promotes positivity within the workplace