THE COMPANY
We are once again working with an independent company based in Swaffham, who are looking for a Customer Service Team Leader to join their team. This role will see you leading and motivating a small customer service team to deliver exceptional service and achieve performance targets. If you have experience in leading a team, delivering great customer experience, and working in a fast-paced environment then we would love to hear from you. You will be fully office based, working Monday – Friday, and 1 in 5 Saturdays (with time off in lieu).
THE ROLE OF A CUSTOMER SERVICE TEAM LEADER
- Acting as the point-of-contact between the company and its customers, delivering high standards of service and representing the company’s values.
- Leading and motivating a team of 6 customer service executives in the delivery of customer support, including performance management and metrics, training and development, and workflow management.
- Generating team reports on performance and quality, to provide insights and action plans to uphold great service standards.
- Responding to customer enquiries over the phone, managing any escalations or cross-team collaborations as required.
- Staying informed about sector trends to provide insights to customers.
- Reporting team performance and insights to senior management, suggesting any areas of improvement or further training required.
- Allocating workflows and managing team schedules to allow for smooth delivery of service
- Demonstrating strong communication skills, both to the team you’re leading, as well as with other departments that you will be working with closely.
- Working in a fast-paced and ever-changing environment, with a focus on multi-tasking and prioritisation.
THE REQUIREMENTS OF A CUSTOMER SERVICE TEAM LEADER
- Proven experience in a customer service setting
- Proven experience in leading a team, with a focus on training/mentoring
- Strong communication and interpersonal skills
- Ability to work calmly in an adaptable environment
- Excellent organisational skills
DETAILS
- Swaffham, PE37
- Salary £30,000 – £32,000
- Monday – Friday, 8.45am – 5.30pm (40 hour week) (Discussions currently in place about 2 other shift patterns, 7.45am start and 9.45am start to be completed on a rota system)
- Working 1 in 5 Saturdays, 9am – 4pm with time off in lieu
- Fully office based
- Free parking onsite
