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Customer Service Team Lead

3 months ago

Manchester, United Kingdom The City Recruiter Full time

Job Title: Customer Service Team Leader

Salary: Up to £35,000 per annum

Location: Manchester, UK


Company Overview:

Join our dynamic and rapidly growing mobile phone network company, where we are committed to delivering exceptional customer experiences. We pride ourselves on innovation, quality service, and a supportive work environment. As a key player in the telecommunications industry, we are looking for a motivated and experienced Customer Service Team Leader to help us drive excellence in our customer service operations.


Job Description:

As a Customer Service Team Leader, you will be responsible for leading, coaching, and motivating a team of customer service representatives to deliver exceptional service to our customers. Your role will involve ensuring that the team meets its targets, adheres to company policies, and maintains high standards of customer satisfaction. You will act as a mentor, providing guidance and support to your team while also managing daily operations.


Key Responsibilities:

  • Team Leadership: Lead, motivate, and develop a team of customer service representatives to ensure high performance and excellent customer service delivery.
  • Performance Management: Monitor team performance against KPIs, providing regular feedback, conducting performance reviews, and implementing improvement plans where necessary.
  • Training and Development: Identify training needs within the team and deliver or coordinate training sessions to enhance skills and knowledge.
  • Customer Satisfaction: Ensure the team consistently delivers high-quality customer service, resolves issues effectively, and maintains a customer-focused approach.
  • Operational Management: Oversee day-to-day operations, including shift management, workload distribution, and adherence to company policies and procedures.
  • Problem Solving: Handle escalated customer issues, providing resolutions in a timely and efficient manner while maintaining a positive customer experience.
  • Reporting: Prepare and present regular reports on team performance, customer feedback, and other relevant metrics to senior management.
  • Continuous Improvement: Identify areas for process improvement within the customer service function and implement changes to enhance efficiency and service quality.


Skills and Experience Required:

  • Previous Experience: Proven experience in a customer service team leader or supervisory role, preferably within the telecommunications or mobile network industry.
  • Leadership Skills: Strong leadership and team management skills, with the ability to inspire and motivate others.
  • Communication: Excellent communication skills, both verbal and written, with the ability to effectively interact with customers and team members at all levels.
  • Problem-Solving: Strong problem-solving skills, with the ability to handle complex customer issues and escalate when necessary.
  • Organizational Skills: Excellent organizational and time management skills, with the ability to prioritize tasks and manage multiple responsibilities simultaneously.
  • Customer Focus: A strong commitment to delivering outstanding customer service and ensuring customer satisfaction.
  • Technical Knowledge: Basic understanding of mobile network operations and the ability to quickly learn and adapt to new systems and processes.


Education and Qualifications:

  • GCSEs or equivalent required; A-levels or equivalent preferred.
  • Relevant qualifications in customer service, management, or telecommunications would be advantageous.


Benefits:

  • Competitive salary up to £35,000 per annum
  • Performance-based bonuses
  • Comprehensive training and development opportunities
  • Pension scheme
  • Health and wellness programs
  • Generous holiday allowance
  • Employee discounts on mobile products and services