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Customer Service Team Leader

3 months ago

Guildford, United Kingdom Office Angels Full time

Customer Service Team Leader (Hybrid)

Guildford -Parking on site or walking distance from train station

Paying up to 28,000 (based on experience) PLUS: HYBRID WORKING (2 days in the office) 25 days holiday (plus Bank Holidays), Pension scheme, company events, discounts on products, month team outings, Summer Hours & SO MUCH MORE

Are you passionate about providing exceptional customer service? Do you have experience leading a team and managing customer inquiries?

Our client, a leading online retailer in Guildford is looking for a Customer Service Team Leader to join their dynamic team.

As a Customer Service Team Leader, you will be responsible for managing the daily operations of the Customer Service team. You'll work closely with your team to ensure all customer issues are handled promptly and effectively.

Your main duties will include:

  • Leading the team as a brand and product ambassador, ensuring consistent representation of the organisation.
  • Resolving customer issues and inquiries across various communication platforms, such as phone, email, and chat.
  • Monitoring team performance and reporting key KPIs to the Customer Success Manager.
  • Creating shift rotas and assigning responsibilities to ensure smooth operations.
  • Taking ownership of administrative tasks, such as Trustpilot reviews, courier claims, and department orders.
  • Delegating and monitoring the completion of daily admin tasks within the team.
  • Developing and maintaining a Service Level Guideline to support the resolution of customer issues.
  • Creating a clear escalation process and acting as the final point of escalation for unresolved customer service issues.
  • Developing core processes and training programmes to deliver industry- leading customer service.
  • Keeping up to date with industry developments and sharing knowledge with the team.
  • Assisting the Customer Success Manager in day-to-day operations and 3PL management.

Skills and Experience:

  • Minimum of 2 years of experience in a customer service team.
  • Strong communication skills, both written and verbal.
  • Ability to handle complex situations with tact and professionalism.
  • Excellent organisational and time management skills.
  • Proficiency in Microsoft Office and experience with CRM systems.
  • Positive and enthusiastic approach to work.
  • Leadership skills and the ability to motivate and manage a team.
  • Passion for the product and brand.
  • Numeracy and accuracy in handling data.
  • Accountability and a customer-first mindset.

If you are ready to take on a leadership role and make a positive impact, we would love to hear from you.

To apply, please submit your CV to (url removed) or contact us on (phone number removed) to find out more

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.

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