Customer Service Team Leader
5 months ago
Allstaff Office division seek a Customer Service Team Leader to join our client based in Paisley.
As a Customer Service Team Leader, you will be responsible for providing support to the business functional departments and ensuring that the customer service team operates at the highest level ensuring an excellent customer experience.
To be a strong match for this position, ideally, you will possess strong customer service skills & experience in a previous Team Leader position. Have operational experience in a busy transport environment & hold strong IT skills across the Microsoft Office Suite. Having knowledge of temperature-controlled transports is desirable.
The main responsibilities will include:
- Manage the Customer Service Team, including managing appraisals, holidays and absences, definition of salaries, staff rotas, recruiting etc.
- Deal directly with customers, ensuring that the team respond promptly to customer inquiries, amendments and requests. Working closely with the business development team to record details of new inquiries & rates.
- Attend customer reviews, and initial set up of new customers. Manage customer/staff queries, complaints and general problem solving. Including being aware of potential problems and act pro-actively to prevent issues arising escalate if appropriate.
- Ensure that the Help desk is managed & all calls are assigned to a member of the team. Resolve any problems as defined on the Help desk to ensure minimum escalations.
- Ensure that all daily KPI data is completed and compiled for daily & weekly KPI’s in an accurate and timely manner.
- Create performance reports, on a quarterly basis, for the Operations Manager. Develop and implement business initiatives to streamline procedures and reduce manual input.
This role is Monday - Friday 9am - 5.30pm with a 1 hour lunch break. Office based Monday, Tuesday & Friday, home based Wednesdays & Thursdays. This role has pay rate up to £33,500 per annum.
**Benefits**:
- Additional vacation days after 5, 10 and 15 years of being with the company.
- Incentive Scheme based on certain criteria and employees can achieve up to 8% of basic salary per annum, paid annually.
- Private Health Insurance
- Pension Scheme
- Employees benefit from shopping options and travel/gym discounts, cycle to work scheme and can access the Employee Assistance Programme - Care First, which includes mental health support.
- Life Insurance
- Free Lunches at the office
- Depending on availability - 1 x times a week virtual sports training with the team.
- Depending on availability - 1 x free massage/month
If you have the necessary experience for this role, please submit your CV today
Allstaff is operating as an Employment Agency for the supply of Permanent and Contract staff employed directly by the hirer.
**Job Types**: Permanent, Full-time
**Salary**: £28,000.00-£33,500.00 per year
**Benefits**:
- Cycle to work scheme
- Discounted or free food
- Employee discount
- On-site parking
- Private medical insurance
- Store discount
Schedule:
- Day shift
- Monday to Friday
Ability to commute/relocate:
- Paisley, Renfrewshire: reliably commute or plan to relocate before starting work (required)
**Experience**:
- Customer Service: 5 years (required)
Work Location: In person
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