Customer Service Team Leader
5 days ago
Are you passionate about providing outstanding levels of Customer Service?
Have you built experience in leading a Customer Service Team towards success?
Looking for a role with fantastic benefits and development opportunities?
OA are recruiting for a**Customer Service Team Leader** to join our client on a permanent basis in their Hatfield office.
**What’s in it for you?**
- You’ll be joining one of the Sunday Times TOP 25 EMPLOYERS
- Free gym membership
- 25 days holiday plus bank holidays
- Retailer discounts
- Training and development opportunities in a growing company
**Job details**:
- £25,000 - £35,000 per year
- Permanent, full time
- 35 hours per week, in a shift pattern between 8am - 8pm
**Main Duties**:
- Organising and planning the monthly/daily tasks in line with the business requirements
- Ensuring there is sufficient staffing resource to cover the tasks and opening hours
- Monitoring the team and their performance - Using KPI’s and tailored reports
- Carrying out regular 1-2-1’s with each Team Member and giving feedback
- Analysing the teams results and performance - including listening to team calls
- Recognising and rewarding good performance within the team
- Reviewing the membership debt and attrition number and delivering analysis to the management team
- On a daily basis ensuring all tasks are completed. Many of these tasks have a knock-on effect so a good understanding of the team and business priorities is essential
- Validating the accuracy of completed team tasks
**Key Skills & Experience required**:
- Previous experience in either a Team Leader role, or Customer Service where you have been a pivotal part of your team members training and success
- Customer-centric approach
- Ability to work with numbers for the purpose of data reports, KPIs and metrics
- Ability to communicate effectively with external customers and internal colleagues
- Ability to work from own initiative
- Strong IT Skills including Excel
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