Customer Service Team Leader

Description:

We are recruiting for an experienced Customer Service Team Leader to join a family run company based in the Swindon area.

This is a great opportunity to work with an organisation that values its employees and encourages growth and career progression.

We are looking for an individual who has proven experience of leading a team in a Customer Service environment.

Details of the Customer Service Team Leader role:

* Salary £29-30K, dependent on experience

* Other benefits include Pension, Health & Wellbeing Programme, Employee Discounts & Company Events

* Permanent role

* Working hours are Monday to Friday, 9am-5.30pm

Duties & responsibilities for the Customer Service Team Leader role include:

* Managing a team of 4 Customer Service Advisors

* Build and maintain relationships with key customer personnel

* Creating weekly/monthly slides & presenting weekly KPI Meetings

* Involvement in & management of Ad Hoc Customer Projects

* Provide first line customer support and escalation to resolve service issues

* Liaise with internal teams to support in the smooth running of the operation

* Oversee the daily cover and workload, delegating tasks within the team where required and manage ongoing training & progression of team

* Ensure adherence to procedures in line with company policy and best practice

* Monitor and validate reporting, ensuring that reports are accurate and timely

* Ensure contractual KPI reporting is prepared to required timescales

* Process weekly & monthly invoicing

* Support the Contract Manager and Customer Service Manager with continuous improvement initiatives

Skills & Experience required for the Customer Service Team Leader role:

* Proven experience of leading a team, including staff training & development

* Experience of working in a KPI / target driven environment

* Experienced IT user comfortable with adapting to new technologies and ways of working

* Proficient in Microsoft, must be an experienced Excel user

* Excellent inter-personal skills, able to build relationships at all levels across internal and external teams

* Excellent communication skills across a variety of spoken and written media

* Strong team player, aware of individual impact and contribution to the business

* Able to co-ordinate a variety of tasks simultaneously and ensure timely completion of actions

* Good attention to detail

* Able to use own initiative and make decisions where required

* Passionate about delivering excellent customer service

* Good numeracy and literacy

If you have the passion and desire to lead a Customer Service Team then apply today