Customer Service Team Leader

1 month ago

Warrington, Warrington, United Kingdom NMS Recruit Limited Full time
NMS Recruit are seeking an experienced Customer Service Team Leader for a thriving telecoms business based in the North West. The Team Leader will be a high energy motivated leader and will be required to be present and visible to drive team culture and positivity to the business and their Agents. This role is critical in leading, guiding, and enhancing the team's capabilities to deliver the network deliveries throughout the end to end journey. The role will serve a large variety of Partners and end users across the UK. The Team Leader will ensure that the team not only meets but exceeds performance targets in customer service and customer satisfaction by cultivating a proactive, high energy, supportive, and innovative team environment.Responsibilities Team Leadership and Development:
  • Provide leadership and direction to a team of Provisioning Agents focusing on the delivery of Customer Connections with excellent customer updates throughout the process.
  • Develop team members' skills in customer service, problem resolution, and effective communication through regular training and coaching.
  • Foster a collaborative team environment that encourages high performance and a positive workplace culture.
Performance Management:
  • Monitor individual and team performance against service level agreements (SLAs) and key performance indicators (KPIs) including Delivery to Promise, Mean Time To Provide, Customer Satisfaction, Connections completed, email and call handling; implement strategies to meet or exceed targets.
  • Conduct regular review meetings with team members to discuss performance, set goals, and identify any support or resources needed to perform their roles effectively.
  • Address any issues that affect team performance promptly and efficiently.
Escalation and Critical Issue Resolution:
  • Act as the point of contact for high-level escalations and complex customer issue resolutions.
  • Collaborate with other department leaders (such as Sales, Field Operations, and Network Teams) to enhance service delivery and resolve critical issues.
  • Ensure effective management of customer complaints and escalations, striving for quick and satisfactory resolutions.
Stakeholder Management:
  • Build strong relationships with internal and external stakeholders to improve service delivery processes.
  • Coordinate with third-party service providers and partners to ensure they are aligned with company standards and customer expectations.
  • Represent the team and company in meetings, providing updates and feedback on team performance and customer satisfaction.
Quality Assurance and Process Improvement:
  • Oversee the quality of work and compliance with internal policies and industry regulations.
  • Continually assess and refine workflows and processes to improve efficiency and customer service.
Experience
• Proven Leadership - Strong leadership skills with the ability to manage and motivate a team of 10 plus, effectively against Key Performance Indicators including but not limited to Customer Satisfaction, Inbound and Outbound service levels (email and call handling).
• High energy and motivational skills - Experience in motivating diverse teams and creating high energy to deliver great customer experience.
• Customer Service Expertise - Extensive experience in customer service management, particularly in a telecommunications or ISP environment.
• Communication Skills - Excellent communication and interpersonal skills to interact with team members, management, and external partners effectively.
• Problem-Solving Ability - Strong analytical and problem-solving skills, with the capability to manage complex customer cases and escalations.
• Adaptability - Ability to manage a changing environment and adapt leadership methods to meet new challenges.
• At least 3 years of relevant experience in a leadership role within customer service or operations in the telecommunications sector.Benefits
• Up to £35,000 DOE
• 25 days holiday plus bank holidays
• Birthday off
• Bonus
• Hybrid working
• Pension
• Additional benefitsImportant Information: We endeavour to process your personal data in a fair and transparent manner. In applying for this role, NMS Recruit will be acting within your interest and will contact you in relation to the role, either by email, phone or text message. For more information see our Privacy Policy on our website. It is important you are aware of your individual rights and the provisions the company has put in place to protect your data. If you would like further information on the policy or GDPR please get in touch with us here.

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