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Customer Service Team Leader

4 months ago

Hook Hampshire, United Kingdom Tulip Recruitment Full time

An exciting opportunity has arisen for a Customer Service Team Leader to join an established team on a full-time, permanent basis. The successful candidate will ideally have experience working within a call centre environment, a good understanding of CRM, reporting and experience leading a team.
The Customer Service Team Leader will be responsible for overseeing the team's performance which will include planning, coordinating, coaching and developing plans to achieve the departments targets.
Key tasks
* Determine, plan and direct work flow with the phone team daily
* Analyse work flow issues and implement workable solutions.
* Conduct staff 1-1 Meetings (support, informal, appraisals, RTW etc.) and reporting to Operations Manager
* Pulling daily reports on CRM
* Prepare rotas for phone & colleague support teams
* Authorising annual leave
* Report absences on the internal system and to HR
* Give clear direction and leadership to the team
* Achieve call turn around within set timeframes
* Chair return to work meetings
* Support with HR including recruitment, inductions and reviews
* Handle customer enquiries and complaints.
* Plan and organise the purchase of supplies in accordance with purchasing policies and budgets.
* Attend weekly EOS leadership meetings
Key skills and experience:
* Previous experience working within a Team Leader position
* Excellent organisation and management skills
* Confident and assertive decision maker
* Strong verbal and written communication skills
* Positive and motivational
If you do not hear from a consultant within 1 week of your application, then unfortunately, on this occasion you have not been successful
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