CUSTOMER SERVICE TEAM LEADER

Customer Service Team Leader

Location: Poole, Dorset

Salary: £32,000 per annum

Hours: Monday - Friday 8.00am - 5.00pm

We are seeking a highly motivated and results-oriented Customer Service Team Leader to join a dynamic team at a leading manufacturer of commercial and residential goods. As a Team Leader, you will be responsible for leading and supporting a team of Customer Service Representatives while ensuring exceptional customer service and achieving key performance indicators.

Main Responsibilities:

Team Leadership:

1. Lead, motivate, and mentor the Customer Service team.
2. Conduct team meetings, provide regular feedback, and identify areas for improvement.
3. Coach and develop team members to enhance their skills and knowledge.

1. Handle complex customer enquiries and complaints effectively and efficiently.
2. Ensure all customer interactions are handled professionally and empathetically.
3. Proactively identify and resolve customer issues.
4. Build and maintain strong customer relationships.

1. Oversee daily team operations, including order processing, order tracking, and returns management.
2. Monitor team performance against key metrics (e.g., customer satisfaction, call handling times).
3. Analyse customer data and identify areas for improvement in service delivery.
4. Ensure compliance with all relevant company policies and procedures.

1. Develop and maintain in-depth knowledge of the full product range.
2. Provide accurate and informative product advice to customers and team members.
3. Identify opportunities to upsell and cross-sell products.

1. Identify and implement process improvements to enhance efficiency and customer satisfaction.
2. Provide system support and training to team members.
3. Maintain accurate records and data.

1. Minimum 2 years of experience in a fast-paced call centre or customer service environment.
2. Proven experience in a team leadership or supervisory role.
3. Excellent communication and interpersonal skills, both written and verbal.
4. Strong customer service orientation with a focus on exceeding customer expectations.
5. Proficiency in Microsoft Office Suite.
6. Experience with CRM systems is advantageous.
7. Ability to work under pressure and meet deadlines.
8. Strong analytical and problem-solving skills.

1. Great team culture, within a supportive, stable and progressive business.
2. Competitive holiday allowance.
3. Pension scheme.
4. Free parking.
5. External benefits and reward scheme.
6. Generous staff discount.
7. Work in a dynamic and supportive team environment.