Customer Service Team Leader

Location West Malling
Discipline: Customer Service
Salary: £27000.0
Contact name: Felicity Handley

Contact email:
Job ref: 6653
Published: 21 days ago

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!