Customer Service Team Leader

Description:

Wanted: Customer Service Team Leader

I am seeking a motivated Customer Service Team Leader to join a not-for-profit organization. As the Customer Service Team Leader you will play a pivotal role in shaping their services and making a difference in society.

The Customer Service Team Leader will assist and support the Team Manager with the day-to-day operation of the team.

Key Responsibilities Customer Service Team Leader:

Assist the Team Manager in daily operations, workload distribution, and achieving key performance indicators.
Develop and deliver comprehensive training for Customer Service Representatives, covering projects, new products, and procedural changes.
Lead BAU training sessions, including induction for new hires and compliance training.
Offer first-line support to the team across all aspects of the process.
Monitor service levels for priority customers, coordinating with teams across Customer Operations to ensure exceptional service delivery.
Maintain an up-to-date catalogue of process guides, regularly reviewing and updating them for accuracy.
Collaborate with the Team Manager to evaluate quality checks, ensuring excellent customer service standards.
Partner with the complaints champion to analyze client feedback, identify trends, and adjust processes and training accordingly.Key skills for the Customer Service Team Leader:

If you have a background in Customer Services with a focus on training delivery and material maintenance, or relevant transferable skills, this role is for you. We seek:

Proficiency in devising and executing training plans.
Effective workload management to achieve KPIs.
Experience in coaching or training others.
Approachable demeanor with the ability to deliver constructive feedback.
Exceptional customer service skills.
Meticulous attention to detail and accuracy.
Strong ability to prioritize and manage your workload effectively.Apply now as the Customer Service Team Leader and be part of something meaningful