CUSTOMER SERVICE TEAM LEADER
CAERPHILLY
£27,000-£28,000
Our client, a leading technology manufacturer, is looking for a Customer Service Team Leader to join their fast-paced and rapidly growing team. As a Customer Service Team Leader, you will navigate the complexities of customer inquiries with expertise and precision while providing support to the team.
Hours of work are shifted over 6 days a week. As such, this role requires a rota-based schedule, of Monday - Friday 9am to 7pm and Saturday 9am to 6pm once every three weeks.
BENEFITS
This role offers 25 days holiday, plus an extra day for your birthday! Additional benefits include private medical, a free company product and multiple training opportunities to develop and grow within the company. There are employee discounts, free on-site parking, a cycle to work scheme, a company pension and casual dress for comfort. It's a fantastic working environment in a new office.
RESPONSIBILITIES
As a Customer Service Team Leader, you will:
- Support, coach and develop the Customer Service team.
- Act as an escalation point for difficult calls and complaints.
- Be responsible for designing training, monitoring calls, upskilling and cross training the team.
- Analyse, diagnose, and resolve errors, faults, and incidents from customers.
- Ensure information is recorded accurately and continually to support improvements and decision making.
- Prioritise and monitor workload.
- Provide excellent customer service, building rapport through open and interactive communication.
WHAT YOU NEED
To be considered for the role of Customer Service Team Leader, you will need:
- Previous experience within a team lead or supervisory role within a customer focussed environment, including performance management, coaching, training and mentoring.
- The ability to work well under pressure, in a high-volume environment.
- Previous experience in a customer facing role e.g. retail, call centre, reception etc.
- Complex query and complaint management experience.
- Experience with CRM systems would be beneficial.
- Excellent organisation and time management skills.
- A warm and friendly disposition, with the passion for helping customers.
- Excellent communication skills, both verbal and written.
NEXT STEPS
If you are you an enthusiastic and hardworking individual, and are interested in becoming a Customer Service Team Leader, then apply with you CV today! Our team will review your application to see if it's a match and get in touch to learn more about you. If you aren't contacted within 7 days, please assume your application was not selected.
Why wait? Don't miss out. Apply today!