Customer Service Team Leader

The Business Connection; Chester; On-site; GBP 29,000 - 31,000; Full time

Job description

Our client is seeking a dynamic and motivated Customer Service Team Leader to lead their multi-brand Customer Service team, ensuring the highest standards of service are consistently met.

This is an exceptional opportunity for a Customer Service Team Leader to join this global company within their prestigious, modern Chester office. The role is a full-time permanent contract.

Pay and Benefits

The hours of work are Monday-Friday 8:30am-4:30pm.

Salary: £29,000 - £31,000

The Customer Service Team Leader will be rewarded with a fantastic benefits package including, 26 days annual leave plus bank holidays, company bonus scheme, contributory pension scheme, life assurance, free onsite parking and more.

Key Responsibilities:

1. Be the first point of contact for B2B customers.
2. Provide level 1 support of handling all incoming interactions and escalating as per correct procedures.
3. Handle high inbound call volumes whilst also maintaining interactions via live chat and case management.
4. Accurately enter and maintain data in the CRM system.
5. Understand and confidently discuss product portfolios across multiple brands with B2B customers.
6. Work towards set KPIs and targets.
7. Effectively handle complaints in line with regulatory requirements.
8. Provide troubleshooting solutions to support customer queries.
9. Assist and train customers on specific needs.
10. Assess the training and development needs of team members and ensure this is delivered when required, developing the team into a multi-skilled team that is able to adapt according to business needs.
11. Monitor performance of team members, motivating them through regular feedback and focus on areas of improvement.
12. Assess ways to improve processes where applicable and provide feedback to Management on areas that can be improved.

Essential Experience:

1. Have experience in leading teams successfully whilst providing assistance and coaching to team members.
2. Must have experience of setting, maintaining and meeting personal and team KPIs.
3. Be motivated and driven to offer outstanding customer experience in every customer interaction including inbound/outbound calls, emails, and live chat.
4. A keen eye for attention to detail.
5. Ability to multitask, updating cases in CRM during call handling.
6. Capability to learn complex product portfolios.
7. Experience of maintaining data in CRM to enable reporting and analysis of trends.
8. Case management experience.
9. Ability to manage own workloads and priorities.

Unfortunately, due to time restrictions we cannot respond to every applicant. In the event that we haven't contacted you within 48 hours please take it you have not been successful for this particular role, but your details will be kept on file and considered for all future vacancies.

We are an equal opportunities agency and welcome applicants from all backgrounds.

We are acting on behalf of the client as an Employment Agency in relation to this vacancy.