Customer Service Team Leader
1 week ago
Customer Service Team LeaderLocation:
Guildford (Hybrid Options Available)
Salary:
£45,000Hours: Monday to Friday, 8:30am-5pmDaily DutiesSupervising the management of Inbound and Outbound Calls, Customer Emails, Online Portal activity and future processesDay to day management and point of escalation for customer contact specialistsUnderstand the commercial and company strategy to facilitate the introduction of customer service improvementsReview the responsibilities of internal departments and align these with our future strategyUnderstand the complete customer journey to improve efficiency, and effectiveness.
Assisting the complaints manager with the analysis, monitoring, checking and response to reviews via social mediaDefine customer satisfaction targets and coordinate internal teams to measure and consistently achieve these.
Analysis of customer calls and responses to ensure quality standards are in placeCreating and updating internal procedures and generating reports to illustrate department Management InformationProvide leadership and guidance, to team members to promote a culture of continuous improvement.
Promoting company values and ensuring the teams adherence to the valuesInteracting with the HR department as a partner in all relevant HR topicsKey SkillsExcellent communication skillsTeam management skillsTime management skillsAnalytical approach to workBenefits10% Pension contribution (Employee to contribute minimum 3%)Life Assurance (5x Basic salary)Flexible workingPrivate Medical Insurance provided by AXAAccess to the Employee Assistance Programme via AXA HealthRegular appraisals, training and career developmentAccess to the full LinkedIn learning librarySupport with Charity incentivesLength of service recognition awardsFree Parking (to be confirmed depending on location)-
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