Customer Service Team Leader
2 days ago
**Customer Support Team Leader - Nottingham - up to £25,000 plus bonus**
Chase & Holland are delighted to be supporting an established technology company based in Nottingham, offering a fantastic opportunity for a Customer Support Team Leader to join a leading global innovator in their sector who are going through a period of substantialgrowth. They are passionate about delivering first class IT service on behalf of their partners. As the Customer Support Team Leader, you will be hands on working within the Customer Service team as the primary interface for customers delivering the highestlevels of service to meet SLAs and targets.
We are looking for someone with experience in a similar role. You will be an excellent leader, a strong communicator and a results driven individual.
**Customer Support Team Leader Responsibilities**:
- Prioritise and distribute workload, across your designated team, to achieve and improve on agreed client SLAs and internal KPI
- Process calls and tickets that are submitted to your team
- Build and promote external stakeholder relationships
- Provide first line support for your team on any internal or customer issues raised
- Proactively identify and discuss with the Head of Customer Service any issues impacting on service delivery
- Provide initial induction and onboarding support followed by continuing support, informal and formal training plans and coaching to direct reports
- Completely monthly 121s with team members sharing the feedback with the Head of Customer Service to align the feedback with the quarterly 1-2-1 discussions
- Hold team briefings relating to client updates as necessary
- Prepare daily/weekly/monthly team and individual data performance reports as required
- Provide absence cover and general support throughout the department
- Be the primary contact for any customer complaints
**Required Skills & Experience**:
- Must be passionate, enthusiastic and engaged in all aspects of providing excellent customer service
- Proven and excellent previous experience in a customer service role, ideally at team leader level
- Excellent interpersonal skills with the ability to communicate at all levels, whether in writing or verbally
- Work under pressure, to ensure delivery of our KPIs and SLAs, is crucial in this role
- Working on your own initiative is essential
- You will have the ability to organise your own and support your team in managing their individual workloads
**In Return You’ll Receive**:
- This is a fantastic opportunity to join a team where you will be valued and work in a friendly team environment
- Generous bonus
- 25 days holiday plus BH
- Dress down Fridays
- Onsite parking
- Additional half day holiday for birthday
Chase & Holland acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. We specialise in finance, supply chain, HR, IT and office support recruitment and comfortably service Yorkshire, Derbyshire,Nottinghamshire, Leicestershire, Staffordshire and Lincolnshire.
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