Customer Service Team Leader

Customer Service Team Leader

Job Title: Customer Service Team Leader
Contract Type: Permanent
Location: Market Harborough, Leicestershire
Salary: £21,000 - £23,000
REF: 897274
Contact Name: Sophie Rice
Contact Email:
Job Published: about 1 year ago

Job Description

Our client is looking for an experienced Team Leader to manage a small team of Service Advisors to deliver an exceptional customer experience across all touch points. The ideal candidate will support the Service Centre Manager in delivering an outstanding customer service team by successfully achieving KPI, SLA, quality targets and other project initiatives.

Duties and responsibilities:

  • Manage the daily inbound and outbound call volumes, email enquiries and live chat
  • Quality monitor the performance of the team, providing feedback and coaching as appropriate
  • Participate in recruitment and induction activities including probationary reviews
  • Complete Appraisals
  • Create and sustain a motivational and engaging environment, where staff productivity is maximised
  • Facilitate the customer complaint escalation process where necessary
  • Distribute post - send out post/parcels
  • Liaise with couriers regarding orders
  • Arrange accommodation and travel as required
  • General administration
  • Manage absence and timekeeping
  • Active participation in projects allocated to you, to improve the business or customer experience
  • Ensure that you and your team are aware of the company values and bring these to life in their day to day role
  • Take responsibility for personal learning and self-improvement
  • Attend departmental updates in order to share and gain knowledge

Skills and experience required:

  • Minimum 5 years experience within a customer service position
  • Minimum of 3 years experience managing a team, preferably within a contact centre environment
  • Self-motivated with the ability to work to tight deadlines
  • Demonstrable experience of strong customer service skills
  • Tenacious with a solution orientated approach
  • Excellent verbal and written communication skills
  • Highly organised with excellent attention to detail
  • Good PC skills with intermediate knowledge of Microsoft Word and Excel
  • Flexible and adaptable to change

Hours of work:

  • Working 37.5 hours per week

Salary and benefits:

  • £21,000 - £23,000 dependent on experience